RenewBuy - Quality Auditor (2-3 yrs)

About the Job:

- We are seeking a meticulous and detail-oriented Quality Auditor to join our team.

- The role involves evaluating and monitoring the quality of interactions between contact center representatives and clients within the General Insurance (GI) sales process.

- This position ensures high standards of customer service and compliance with company policies and industry regulations.

Key Responsibilities:

- Quality Monitoring: Evaluate agent performance through call monitoring, data analysis, and recorded interaction reviews to ensure adherence to quality standards.

- Compliance Checking: Ensure sales processes comply with internal policies, industry regulations, and legal requirements, identifying and resolving compliance issues.

- Performance Reporting: Prepare detailed audit reports, highlighting performance metrics, trends, and actionable improvement insights.

- Feedback and Coaching: Provide constructive feedback to agents, conduct training sessions, and address performance gaps.

- Process Improvement: Collaborate on process improvements, refine quality assurance protocols, and - implement best practices.

- Documentation: Maintain accurate records of audit activities, findings, and corrective actions.

- Customer Experience: Verify interactions meet service benchmarks, ensuring a positive customer experience and addressing feedback effectively.

Skills and Qualifications:

- Experience: 2-3 years in quality auditing or assurance, preferably in a contact center for insurance or financial services.

- Knowledge: Familiarity with sales insurance processes, industry regulations, and customer service best practices.