Job Purpose:
To ensure that the telecalling operations within the life insurance sales channel adhere to established quality standards and regulatory requirements, thereby enhancing customer satisfaction and operational efficiency.
Principal Accountabilities:
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Call Monitoring and Evaluation:
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Monitor and evaluate a sample of inbound and outbound telecalling interactions daily.
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Assess calls for compliance with company policies, procedures, and regulatory requirements.
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Identify areas of improvement and communicate feedback to telecalling agents.
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Quality Assurance and Compliance:
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Develop and update quality assurance protocols and checklists based on regulatory guidelines and business requirements.
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Ensure all telecalling scripts are compliant with legal and regulatory standards.
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Performance Feedback:
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Provide constructive feedback and coaching to telecalling agents based on call evaluations.
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Conduct regular calibration sessions with team leaders and managers to align on quality standards.
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Reporting and Analysis:
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Generate and analyze quality reports to identify trends and areas for improvement.
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Present findings to management and recommend actionable strategies to enhance quality.
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Training and Development:
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Assist in the development and delivery of training programs for new and existing telecalling agents.
Participate in ongoing training to stay updated with industry best practices and regulatory changes.
