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Kshema General Insurance

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3.4

based on 52 Reviews

83 Kshema General Insurance Jobs

Quality Analyst (Call Center Sales & Customer Support)

Kshema General Insurance Limited

3.4

based on 52 Reviews

1-3 years

Hyderabad / Secunderabad

1 vacancy

Quality Analyst (Call Center Sales & Customer Support)

Kshema General Insurance

posted 4mon ago

Job Role Insights

Fixed timing

Key skills for the job

Customer Service Salesforce Customer Support Analytical Chemistry CRM CCTV Monitoring

+ 3 more

Job Description

The Quality Analyst is responsible for monitoring, evaluating, and enhancing the performance of inbound and outbound call center agents in both sales and customer support roles. The primary focus is on ensuring agents deliver high-quality customer interactions, maintain compliance with company policies, and meet or exceed performance standards. This role contributes to continuous improvement by identifying training needs, offering actionable feedback, and recommending process enhancements to improve overall service levels and customer satisfaction.

Requirements
Education : Bachelors degree in Business, Communications, or related field (or equivalent work experience).
Preferred Language : Marathi, Tamil, Telugu, Kannada, Hindi, English
Experience :
2+ years of experience as a Quality Analyst in a call center environment, preferably with exposure to both sales and customer support functions.
Strong understanding of sales processes, customer service best practices, and performance metrics.
Skills :
Excellent analytical and problem-solving abilities.
Strong communication and interpersonal skills, with the ability to deliver feedback effectively.
Familiarity with CRM software, call recording tools, and quality management systems.
Proficiency in Microsoft Office (Excel, PowerPoint) for reporting and analysis.
Key Performance Indicators (KPIs) :
Call quality score (based on evaluations)
Sales conversion rate
Customer satisfaction (CSAT) and Net Promoter Score (NPS)
First-call resolution (FCR)
Compliance and adherence to processes