Call Auditor

Department:

Location:

Company:

Reporting To:

Job Overview:

The QC Executive is responsible for monitoring, evaluating, and improving the quality of VMER (Video Medical Examination Report) and VG (Videography) calls conducted for insurance companies. The role ensures that all calls meet quality standards, regulatory guidelines, and client expectations.

Key Responsibilities:

• Conduct daily audits of VMER and VG calls to ensure compliance with internal quality standards and insurance company protocols.
• Identify and document errors, deviations, and improvement areas in communication, data capture, and adherence to scripting and process.
• Provide detailed feedback to team leaders and relevant team members to help enhance performance and accuracy.
• Maintain quality dashboards, reports, and audit logs as per company requirements.
• Participate in calibration sessions with operations to align on call quality standards.
• Stay updated on insurance industry guidelines and company SOPs to ensure audits reflect the most current standards.
• Ensure confidentiality and data security while handling sensitive call and customer information.

Required Skills and Qualifications:

• Graduate in any stream (preferably Life Sciences, Healthcare, or related field).
• Excellent listening and analytical skills with attention to detail.
• Strong verbal and written communication skills.
• Proficient in MS Excel and other quality monitoring tools.
• Ability to work independently as well as in a team.
• Willingness to work in a fast-paced and compliance-driven environment.