Key Responsibilities:
Provide comprehensive support to the Operations team to achieve and maintain client targets
through accurate and timely analysis.
Conduct call monitoring and evaluation to ensure quality and compliance.
Investigate and document complaint cases, developing and implementing effective action plans.
Retrieve and deliver complaint call records upon client request.
Conduct side-by-side coaching for both site Ara and AML HQ to enhance performance.
Offer timely feedback to agents to address and rectify repeated errors.
Ensure the effective implementation of action plans on a monthly basis.
Represent the team on the call floor during Team Leader absences to handle CCC inquiries.
Assist for Welcome Call Negative Comment.
Train new recruits / QA / TL on Quality Benchmark
Train new recruits / QA / TL on Product / refresher whenever required or absent of Trainer
Track and ensure compliance with corrective actions taken.
Identify and report key process issues, ensuring corrective actions are taken from the client’s side.
Maintain compliance with monitoring and feedback processes, meeting audit targets.
Minimize variation in calibration processes to ensure consistency.
Generate and analyze daily, monthly, and year-to-date reports on call quality, productivity, and
availability metrics.
Prepare raw data presentation decks and provide data-driven insights for business reviews.
Key Requirements:
QA must be certified with the PCEIA (Pre-Contract Examination for Insurance Agents) certificate.
Proven work experience as a Quality Analyst or similar role
Experience in quality inspection, auditing, and testing.
Excellent communication skills, both written and verbal
Good skills in MS Excel
Strong analytical and problem-solving skills
Meticulous attention to detail