Subject Matter Expert

Policybazaar

4 - 6 years

6 Lacs

gurugram

Posted:None| Platform:

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Skills Required

team handling cold calling bpo customer service insurance domain

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Act as a
process expert
for insurance voice operations (motor/health/life/general).
Provide
real-time support
to call center agents for handling complex customer queries or escalations.
Conduct
floor briefings, process refreshers, and on-the-job training
for new and existing team members.
Monitor team performance and assist in meeting SLAs related to
AHT, CSAT, FCR, and quality scores
.
Liaise with quality and training departments to update SOPs and communicate
process changes
.
Track common agent issues and coordinate with internal teams for resolution and documentation.

Requirements-:

Minimum 4 years of experience in the
insurance industry
, preferably in a
BPO or call center environment
.
Prior experience as an
SME, Quality Analyst, or Process Trainer
is a strong advantage.
Experience in
handling teams or mentoring agents
in a voice process is required.
Good knowledge of
insurance processes
such as claims, policy issuance, endorsements, renewals, etc.
Strong communication, analytical, and interpersonal skills.
Familiar with
CRM tools
, call center metrics, and compliance procedures.

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