Quality Analyst || Telesales || Bancassurance

Job Description

J ob description JOB PROFILE Position - Quality Analyst Department- Tele sales Location- Noida Key Roles & Responsibilities: 1. Quality Analyst will monitor and analyze business transactions to help establish the right behaviors and processes needed by the organization and will drive the Focus Group in the right direction by showing improvement in Calls Quality and Sales. 2. Develop and implement a comprehensive quality assurance strategy and framework specifically tailored for the Banca telesales channel for Digital SBY Health Insurance products. Define key quality metrics, performance standards, and evaluation processes. Stay abreast of industry best practices, regulatory requirements (IRDAI), and competitor QA approaches. 3. Collaborate with sales leadership, training teams, and other stakeholders to align QA initiatives with business objectives. 4. Lead, mentor, and develop a team of quality analysts, fostering a high-performance and collaborative work environment. Define individual and team performance goals and conduct regular performance reviews. Identify training needs within the QA team and facilitate relevant development opportunities.Ensure consistent application of QA processes and evaluation criteria across the team. Targets/KPIS/KRA 1. 50% Call Monitoring or Evaluation - The primary task of a QA in Call Center is call monitoring and sharing actionable insight. 2. 20% Dip Check- When the target is to find the specific type of failure that is key to the business. 3. 30% Coaching/Feedback - One on One feedback session about the outcome of the call monitored or audit findings SKILLS: Quality Assurance Telesales Quality Monitoring Health Insurance (Preferred) Banca Channel Experience Digital SBY Product Knowledge (Strong Advantage) Team Leadership Performance Management Feedback & Coaching Process Improvement Data Analysis & Reporting Stakeholder Management Compliance Communication (Written & Verbal) Problem-Solving Interested candidate can share their CVs with the subject line- CV for QA at 7430802568 (HR Anjali).