Quality Monitoring & Evaluation | - Audit renewal and retention interactions (calls/emails/WhatsApp/SMS/letters).
- Evaluate adherence to call scripts, documentation standards, and renewal process.
- Score interactions using defined QA scorecards. KPIs: QA coverage %, average QA score, variance across auditors, fatal error rate
|
Persistency Leakage Identification & Control | - Identify lapsation patterns by product/channel/tenure bucket.
- Track cases of missed follow-ups, wrong tagging, incorrect due dates, payment link failures, wrong customer contact details.
- Highlight at-risk cohorts early. KPIs: leakage cases identified, % actionable leakage, closure rate, reduction in avoidable lapses.
|
Root Cause Analysis (RCA) & Corrective Action Plans | - Perform RCA on lapses, low conversion cohorts, failed renewals, and revival drop-offs.
- Categorize reasons: customer-level, process-level, system-level, agent-level.
- Recommend CAPA and track implementation. KPIs: RCA TAT, CAPA implementation rate, repeat issue reduction %.
|
Process Compliance & Regulatory Adherence | - Ensure all renewal communications are compliant (opt-in/opt-out, language, disclosures, grievance handling).
- Monitor adherence to SOPs for payment collection, follow-up frequency, and documentation. KPIs: compliance deviations, audit observations, zero-tolerance breach count.
|
Coaching, Feedback & Capability Building | - Provide structured feedback to callers/retention teams and their supervisors.
- Conduct calibration sessions to align scoring interpretation.
- Create top defects training nuggets (objection handling, payment guidance, value articulation). KPIs: coaching completion %, post-coaching score improvement, calibration agreement %.
|
Reporting & Dashboards (MIS) | - Publish daily/weekly/monthly QA and persistency insights dashboards.
- Track performance by team, channel, cohort, and vintage.
- Maintain QA tracker and action logs. KPIs: MIS timeliness, accuracy, stakeholder adoption, recurring insight rate.
|
VOC (Voice of Customer) & Complaint Trend Analysis | - Capture customer objections/reasons for non-renewal.
- Analyze grievances related to renewals (miscommunication, payment issues, service dissatisfaction).
- Feed into product/service improvement loops. KPIs: top VOC themes, complaint trend reduction, closure TAT improvement.
|
System/Process Improvement & Automation Support | - Raise system tickets for workflow gaps (wrong due-date triggers, SMS failures, broken payment links).
- Support UAT for renewal journeys and QA tools.
- Help automate sampling or scorecards where possible. KPIs: issues logged vs resolved, UAT defects found, automation impact (time saved).
|
Sampling Strategy & QA Governance | - Define sampling methodology (risk-based + random) to ensure fairness and impact.
- Ensure audit trail of evaluations and evidence storage.
- Manage inter-rater reliability checks.
|
