QUALITY ANALYST
Company Overview:
We are Star Health & Allied Insurance Co. Ltd., India’s leading private Health Insurance company. Headquartered in Chennai, we began our operations in 2006 as India's first standalone Health Insurance provider. Today, with over 14,000 Network Hospitals , 850+ branch offices spread across the country, over 6.40 lakh agents and over Rs. 30,300 crore in paid claims, we are truly the health insurers to the nation.
With over 15,000 employees, we offer innovative services and products in health, personal accident and overseas & domestic travel insurance aligned with the needs of the Indian Market. With meticulously crafted insurance policies, we continue to address the unique health needs of people. Having covered more than 17 crore lives since inception, we are scaling up our services to ensure that more lives are covered under Health Insurance.
Being the Health Insurance Specialist, we ensure that timely assistance is provided during health emergencies. Our dedicated in-house claim settlement team has an excellent track record of settling more than Rs. Four crores as claim amount every hour.
We offer products for every market sector, from individuals to families and corporates. As a new age company, we operate directly through various channels, including digital, aggregators, brokers, etc., to cater to the needs of all sections of society. We are also a leader in the field of bancassurance and have long-standing partnerships with several banks.
Along with offering a broad selection of specialist products and Health Insurance, we also offer free Telehealth consultations with our expert team of in-house doctors, along with a free second medical opinion if necessary. We have completed over 8 lakh consultations which focus on primary care, specialist’s referral, secondary opinions and decision support.
Our most significant element is our customer service and the experience we provide. We have a 24x7 multilingual call centre, which is dedicated to claims assistance. Additionally, customers can benefit from hassle-free internal claim resolution without any TPA (third party administrator).
Company Website : https://www.starhealth.in/
Job Description : Quality Analyst
RESPONSIBLE FOR IMPROVING THE QUALITY THROUGH VARIOUS PROCESS CORRECTIONS AND MEETING THE GOALS AS REQUIRED BY THE TEAM THROUGH CALL MONITORING AND PROVIDING ACTIONABLE INSIGHT
MEASURE THE COMPLIANCE AGAINST ESTABLISHED OR DESIGNED EXPECTATIONS OF TELECALLER BEHAVIOUR
ROLES AND RESPONSIBILITIES:-
- IMPLEMENT AND MONITOR CALL RECORDINGS AND PERFORMANCE TO ACCESS FUNCTIONALITY, RELIABILITY AND QUALITY OF THE SALES PROCESS
- SHOULD BE ABLE TO LEAD AND MANAGE NEW IMPLEMENTATION IN QUALITY PROCESS To IMPROVE METRICS CONSISTENTLY
- CONDUCT CALIBRATION SESSIONS WITH THE TELECALLERS AND TEAM LEADERS TO ENSURE SCORING IS APPROPRIATE
- AUDIT THE REQUIRED NUMBER OF CALLS FOR THE DAY AND ENSURE THAT THE TELECALLERS ARE CATEGORIZED UNDER X Y AND Z RESPECTIVELY
- INDUCTION TO BE CONDUCTED ON QUALITY PARAMETERS FOR NEW JOINERS IN NEW INDUCTION BATCH
- REFRESHER’S TO BE CONDUCTED BASIS THE QUALITY AUDIT REPORT AND METRICS TO BE IMPROVED
- CREATIVE AND THOUGHTFUL ACTIVITIES TO BE CONDUCTED TO IMPROVE THE QUALITY SCORE OF THE FLOOR
SKILL REQUIRED:-
- STRONG DATA ANALYTICAL THINKING AND PROBLEM SOLVING SKILLS
- STRONG STAKEHOLDER MANAGEMENT TO WORK ACROSS VERTICALS IF NEEDED
- MINIMUM OF 2 YEAR EXPERIENCE IN CALL CENTRE QA PROCESS
- TELECALLING EXPERIENCE OF 3 YEARS WOULD BE REQUIRED (ON PAPERS)
- PROFICIENCY IN MS EXCEL, WORD
- PREPARE BASIC QUALITY REPORTS PREPARATION (DAILY QUALITY DASHBOARD, CALL CALIBRATION, AGENT EVALUATION REPORT)
Location: Udyog Vihar, Gurgaon
Pay: ₹300,000.00 - ₹550,000.00 per year
Experience:
- QA: 2 years (Preferred)
- Telecalling: 3 years (Preferred)
Work Location: In person
