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Tata AIA Life Insurance

Compare

4.0

based on 3.1k Reviews

1032 Tata AIA Life Insurance Jobs

Executive - Customer Service

Tata AIA Life Insurance Company Ltd.

4.0

based on 3.1k Reviews

1-3 years

Thane

1 vacancy

Executive - Customer Service

Tata AIA Life Insurance

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Information Technology Bfsi MS Office Relationship Management Customer Experience Management

+ 2 more

Job Description

Position Title

Executive - Quality (Customer Service)

Department

Customer Service

Level/ Band

201

ROLE SUMMARY:

Conduct regular process level assessments to ensure adherence on defined rules standards at Contact Center. Responsible for managing both Voice Non-Voice processes. Regular connect with Contact Center to ensure any potential concerns/refreshers are addressed/conducted in a timely and effective manner seek Corrective Preventive actions to avoid recurrence.

ORGANIZATIONAL RELATIONSHIPS

Direct Reporting

Reporting to

Manager- Customer Service

JOB DIMENSIONS

Geographic Area Covered

PAN India

Internal Stakeholders

Customer Services, Complaints, Branch Operations, Policy servicing, New Business dept.

Information technology

Customer Experience

KEY RESULT AREAS

Organization Process

Key Contributions

Frequency

Quality Assessments

Conduct regular QC on QC for Voice Non-Voice assessments done by CC.

Validate findings basis assessments conducted by 3 rd party.

Conduct analysis on detractors through call listening end to end case checks.

Weekly

Corrective Preventive Actions

Track effective closure of Corrective Preventive Action from CC on fatal errors.

Evaluate the effectiveness of CAPA through smart sampling in following months.

Ongoing/Monthly

Floor Refreshers Improvement

Conduct quick refreshers basis findings through assessments.

Work with CC to improve process performance track progress.

Ongoing

Skills Required

Technical

Thorough understanding of product, process and touch point related services.

Good working knowledge of MS- Office.

Behavioral

Personal resilience and ability to perform effectively in a fast paced environment.

Builds and maintains healthy relations with stakeholders to ensure seamless execution of work.

Level 1

(Rarely/Not Required)

Level 2

(Required Frequently)

Level 3

(Essential)

Interpersonal skills

Yes

Supervising/Leadership skills

Yes

Influencing skills

Yes

Relationship management skills

Yes

Customer orientation

Yes

Action oriented

Yes

Decision making skills

Yes

Incumbent Characteristics

Essential

Desired

Qualification

Graduation

Experience

3-5 years of experience in Customer service (BFSI, Contact Center) at least 1 year experience in Transactional Quality, Concurrent Audit, Complaints

Disclaimer: This Job Description is indicative in nature. The duty list/Goal Sheet provided to you can vary from the aforesaid in view of Organizational need/requirement from time to time.

Employment Type: Full Time, Permanent

Read full job description

Prepare for Customer Service Executive roles with real interview advice

What people at Tata AIA Life Insurance are saying

Customer Service Executive salary at Tata AIA Life Insurance

reported by 7 employees with 3-8 years exp.

₹3 L/yr - ₹5.2 L/yr

At par with the average Customer Service Executive Salary in India

View more details

What Tata AIA Life Insurance employees are saying about work life

based on 3.1k employees

50%

63%

60%

99%

Flexible timing

Monday to Saturday

Within city

Day Shift

View more insights

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