Quality Analyst - Sales (Insurance)

Role & responsibilities:

• The primary task of the Quality Analyst is call monitoring and providing actionable insight
• To gather information to help improve agent performance in the call center
• QA have an evaluation form that will be used to capture the information
• Implement scripts, record actual results and identify defects
• Suggest creative and active solutions for problem
• Assist in identifying & reporting of defects and propose resolution
• Identify training needs and take action to improve performance
• Prepare, review and present input to quality analysis test cases
• Identify and bridge gaps, Assess agent performance
• Ensure call audit targets are met successfully covering the entire team (allocated)
• Identify the bottom quartile, work with them and show improvement
• Calibrate with local Operations team to discuss the observations and track the improvement
• Creating an inspiring team environment with an open communication culture
• Organize regular, Refresher / Q&A and Call listening session
• Monitor teams quality performance and report on metrics
• Discover training needs and provide coaching
• Capture Customer Voice and propose solution over better call handling
• Identify process gaps, if any and highlight to operations team
• Publish Quality score agent wise/team wise/center wise on a regular basis
• Give process overview to the new team members
• Monthly assessments to check the knowledge level of the team

Preferred candidate profile:

• Minimum 2 year of Quality Analyst experience and 3 years of overall experience
• Knowledge of Quality audits and parameters
• Good communication skills verbal and written

Please share your resume on - matildad@hexaware.com/9082299130