Quality Analyst

1. Conduct audits on calls and emails, providing constructive feedback.

2. Perform live call monitoring and deliver feedback for continuous improvement.

3. Provide guidance to the team to ensure the maintenance of high-quality scores.

4. Conduct regular tests to assess product and process knowledge among team members.

5. Coach employees on critical errors and provide necessary support.

6. Documentation errors and changes made.

7. Work towards enhancing customer experience through quality initiatives.

8. Provide training sessions to enhance skills and knowledge.

9. Verify adherence to established procedures.

QUALIFICATION:

• Exposure to the Insurance industry is preferred, but not required.

• Excellent communication skills with email etiquettes.

• Ability to work independently and with team.

• Candidate should have fluency in Hindi and English.