Quality Analyst - Grievance Desk

Kotak Life Insurance

2 - 7 years

2 - 5 Lacs

mumbai suburban mumbai (all areas)

Posted:1 month ago| Platform:

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Skills Required

quality analysis insurance grievance management grievance handling complaint management customer service call audit escalations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Hello,

Greeting from Kotak Life Insurance!!

Job Location -

Job Role -

Contact Person -

"kli.sangita-manadal@kotak.com"

KEY RESPONSIBILITIES:

Conduct quality evaluations on pre-defined quality parameters
Share qualitative feedback
Publish desired & required reports
Conduct process audits to ensure the overall health of the process.
Undertake sample detractor calling in NPS to check VOC of customers and suggest for improvements, if any
Conduct calibration
Suggest & conduct/ Facilitate any trainings if need be for your process.
Basis the quality evaluations conduct Plan of action
Conduct mock certifications for agents & plan their OJT
Conduct PKT for to gauge the process understanding
Conduct Quarterly RNR for your process to motivate agents to meet quality targets

JOB SPECIFICATION:

Qualification: Graduate from any stream
Experience: Experience in the Quality dept.
Should have expertise in Life Insurance in Grievance, Communication & Analytical Skills
Fluent in English and Hindi

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