Require Quality Coach
Call Auditing & Scoring: Listen to daily inbound and outbound sales calls. Grade agents using a structured scorecard
2. Compliance & Regulatory Adherence: Ensure all sales scripts align strictly with Life/Health Insurance (e.g., IRDAI) regulatory norms. Verify that vital terms and conditions are clearly explained to the customer.
3. Call Calibration: Participate in regular calibration sessions with team leaders and trainers to maintain consistency and fairness in grading standards across the floor.
4. Agent Coaching & Feedback: Conduct 1-on-1 feedback sessions with telesales executives to highlight areas of improvement, share best practices, and celebrate QA wins.
5. TNA (Training Needs Analysis): Identify skill or process gaps and collaborate with trainers to design up-skilling modules.
6. Reporting & Dashboards: Generate daily, weekly, and monthly QA reports, tracking key metrics like Call Quality Scores (IQS), first-call close rates, and compliance breach rates.
Pay: ₹28,000.00 - ₹32,000.00 per month
Benefits:
Work Location: In person
