Job Description
Key Responsibilities
- Monitor and evaluate inbound and outbound customer calls for quality, accuracy, and compliance
- Assess calls based on predefined quality parameters and regulatory guidelines
- Ensure agents provide correct information about life insurance products, policies, and claims
- Identify gaps in communication, process adherence, and soft skills
- Provide constructive feedback and coaching to agents to improve performance
- Prepare and maintain quality scorecards and audit reports
- Track performance trends and highlight training needs
- Conduct call calibrations with operations and training teams
- Ensure adherence to compliance standards, including data privacy and disclosure norms
- Support continuous improvement initiatives to enhance customer satisfaction (CSAT)
Required Skills & Qualifications
- Proven experience in a call centre QA role, preferably in life insurance or BFSI
- Strong understanding of life insurance products
- Knowledge of compliance and regulatory requirements
- Excellent listening, analytical, and evaluation skills
- Strong attention to detail and accuracy
- Good communication skills (verbal and written)
- Ability to provide actionable feedback and coaching.
KPIs / Performance Metrics
- Quality scores and audit accuracy
- Reduction in compliance errors
- Improvement in agent performance post-feedback
- Adherence to audit timelines
Preferred Qualifications
- Prior experience in life insurance sales/support process
- Familiarity with QA tools, CRM systems, and call monitoring software
Work Environment
- Fast-paced call centre environment
- Collaboration with operations, training, and compliance teams
Pay: Up to ₹360,000.00 per year
Benefits:
- Commuter assistance
- Paid time off
Work Location: In person
