Quality Analyst – DM-VRM

Job description

**Job Purpose** To ensure that the telecalling operations within the life insurance sales channel adhere to established quality standards and regulatory requirements, thereby enhancing customer satisfaction and operational efficiency. **Principal Accountabilities** - Call Monitoring and Evaluation: - Monitor and evaluate a sample of inbound and outbound telecalling interactions daily. - Assess calls for compliance with company policies, procedures, and regulatory requirements. - Identify areas of improvement and communicate feedback to telecalling agents. - Quality Assurance and Compliance: - Develop and update quality assurance protocols and checklists based on regulatory guidelines and business requirements. - Ensure all telecalling scripts are compliant with legal and regulatory standards. - Performance Feedback: - Provide constructive feedback and coaching to telecalling agents based on call evaluations. - Conduct regular calibration sessions with team leaders and managers to align on quality standards. - Reporting and Analysis: - Generate and analyze quality reports to identify trends and areas for improvement. - Present findings to management and recommend actionable strategies to enhance quality. - Training and Development: - Assist in the development and delivery of training programs for new and existing telecalling agents. Participate in ongoing training to stay updated with industry best practices and regulatory changes.