Quality Analyst / Telesales (Insurance Sector)

Key Responsibilities:

1. Call Monitoring and Evaluation:

• Regularly assess inbound and outbound telesales calls to ensure adherence to company policies, industry regulations, and quality standards.
• Evaluate interactions based on criteria such as compliance, accuracy, professionalism, and product knowledge.

2. Performance Analysis and Feedback:

• Analyze call metrics and sales performance data to identify strengths and areas needing improvement.
• Provide constructive feedback and coaching to telesales agents to enhance their skills and performance.

3. Reporting and Documentation:

• Generate detailed reports on call quality trends, agent performance, and compliance issues.
• Present findings and actionable recommendations to management to inform strategic decisions.

4. Process Improvement Initiatives:

• Collaborate with sales and training teams to develop and implement strategies for process enhancements.
• Monitor the effectiveness of implemented changes and adjust strategies as necessary to achieve desired outcomes.

5. Training and Development Support:

• Assist in the creation of training materials focused on quality standards and best practices.
• Participate in training sessions to ensure agents are equipped with the necessary skills and knowledge.

6. Compliance and Regulatory Adherence:

• Stay updated on industry regulations and ensure that telesales practices comply with legal and ethical standards.
• Conduct regular audits to identify and address any compliance gaps.

Qualifications:

• Educational Background: Bachelor's degree in Business, Finance, Insurance, or a related field.
• Experience: Minimum of 2-3 years in quality assurance or a similar role within the insurance telesales sector.
• Knowledge: In-depth understanding of insurance products, sales processes, and regulatory requirements.

Skills:

• Strong analytical abilities with attention to detail.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
• Ability to work independently and collaboratively in a team environment.
• Effective time management and multitasking capabilities.