Job Description

Key Responsibilities: 1. Call Monitoring and Evaluation: Regularly assess inbound and outbound telesales calls to ensure adherence to company policies, industry regulations, and quality standards. Evaluate interactions based on criteria such as compliance, accuracy, professionalism, and product knowledge. 2. Performance Analysis and Feedback: Analyze call metrics and sales performance data to identify strengths and areas needing improvement. Provide constructive feedback and coaching to telesales agents to enhance their skills and performance. 3. Reporting and Documentation: Generate detailed reports on call quality trends, agent performance, and compliance issues. Present findings and actionable recommendations to management to inform strategic decisions. 4. Process Improvement Initiatives: Collaborate with sales and training teams to develop and implement strategies for process enhancements. Monitor the effectiveness of implemented changes and adjust strategies as necessary to achieve desired outcomes. 5. Training and Development Support: Assist in the creation of training materials focused on quality standards and best practices. Participate in training sessions to ensure agents are equipped with the necessary skills and knowledge. 6. Compliance and Regulatory Adherence: Stay updated on industry regulations and ensure that telesales practices comply with legal and ethical standards. Conduct regular audits to identify and address any compliance gaps. Qualifications: Educational Background: Bachelor's degree in Business, Finance, Insurance, or a related field. Experience: Minimum of 2-3 years in quality assurance or a similar role within the insurance telesales sector. Knowledge: In-depth understanding of insurance products, sales processes, and regulatory requirements. Skills: Strong analytical abilities with attention to detail. Excellent verbal and written communication skills. Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint. Ability to work independently and collaboratively in a team environment. Effective time management and multitasking capabilities.