Quality Analyst

Star Health Insurance

2 - 6 years

1 - 5 Lacs

madurai

Posted:1 hour ago| Platform:

Apply

Skills Required

call audit quality audit call monitoring call quality qc tools feedback call calibration 7qc quality assurance tni

Work Mode

Work from Office

Job Type

Full Time

Job Description

RESPONSIBLE FOR IMPROVING THE QUALITY THROUGH VARIOUS PROCESS CORRECTIONS AND MEETING THE GOALS AS REQUIRED BY THE TEAM THROUGH CALL MONITORING AND PROVIDING ACTIONABLE INSIGHT

MEASURE THE COMPLIANCE AGAINST ESTABLISHED OR DESIGNED EXPECTATIONS OF TELECALLER BEHAVIOUR

ROLES AND RESPONSIBILITIES:-

IMPLEMENT AND MONITOR CALL RECORDINGS AND PERFORMANCE TO ACCESS FUNCTIONALITY, RELIABILITY AND QUALITY OF THE SALES PROCESS
SHOULD BE ABLE TO LEAD AND MANAGE NEW IMPLEMENTATION IN QUALITY PROCESS To IMPROVE METRICS CONSISTENTLY
CONDUCT CALIBRATION SESSIONS WITH THE TELECALLERS AND TEAM LEADERS TO ENSURE SCORING IS APPROPRIATE
AUDIT THE REQUIRED NUMBER OF CALLS FOR THE DAY AND ENSURE THAT THE TELECALLERS ARE CATEGORIZED UNDER X Y AND Z RESPECTIVELY
INDUCTION TO BE CONDUCTED ON QUALITY PARAMETERS FOR NEW JOINERS IN NEW INDUCTION BATCH
REFRESHERS TO BE CONDUCTED BASIS THE QUALITY AUDIT REPORT AND METRICS TO BE IMPROVED
CREATIVE AND THOUGHTFUL ACTIVITIES TO BE CONDUCTED TO IMPROVE THE QUALITY SCORE OF THE FLOOR

SKILL REQUIRED:-

STRONG DATA ANALYTICAL THINKING AND PROBLEM SOLVING SKILLS
STRONG STAKEHOLDER MANAGEMENT TO WORK ACROSS VERTICALS IF NEEDED
MINIMUM OF 1 YEAR EXPERIENCE IN CALL CENTRE QA PROCESS
TELECALLING EXPERIENCE OF 3 YEARS WOULD BE REQUIRED (ON PAPERS)
PROFICIENCY IN MS EXCEL, WORD
PREPARE BASIC QUALITY REPORTS PREPARATION (DAILY QUALITY DASHBOARD, CALL CALIBRATION, AGENT EVALUATION REPORT)

More Jobs at Star Health Insurance

Manager / Deputy Manager

Chennai

Experience: Not specified

INR 3 - 5 Lacs

Trainer

Coimbatore

3 - 6 yrs

INR 4 - 7 Lacs

Sales Executive||Banking sales||For Experienced||Bengaluru||Karnataka|

Bangalore Rural, Chennai, Bengaluru

1 - 2 yrs

INR 2 - 3 Lacs

Manager - Claims

Chennai

2 - 7 yrs

INR 4 - 9 Lacs

Tele Sales Executive

Gurugram

Experience: Not specified

INR 2 - 4 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.