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:

1. Call Monitoring and Evaluation:
   1. Monitor and evaluate a sample of inbound and outbound telecalling interactions daily.
   2. Assess calls for compliance with company policies, procedures, and regulatory requirements.
   3. Identify areas of improvement and communicate feedback to telecalling agents.
2. Quality Assurance and Compliance:
   1. Develop and update quality assurance protocols and checklists based on regulatory guidelines and business requirements.
   2. Ensure all telecalling scripts are compliant with legal and regulatory standards.
3. Performance Feedback:
   1. Provide constructive feedback and coaching to telecalling agents based on call evaluations.
   2. Conduct regular calibration sessions with team leaders and managers to align on quality standards.
4. Reporting and Analysis:
   1. Generate and analyze quality reports to identify trends and areas for improvement.
   2. Present findings to management and recommend actionable strategies to enhance quality.
5. Training and Development:
   1. 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.