Quality Analyst – DM-VRM

Aditya Birla Sun Life Insurance; Maharashtra; On-site; INR 350,000 - 550,000; Full time

Job summary

Aditya Birla Sun Life Insurance in Maharashtra is seeking a Quality Assurance and Compliance specialist to monitor telecalling interactions and ensure adherence to internal policies and regulatory requirements.

You will develop QA protocols, provide coaching to telecalling agents, generate reports on quality trends, and support training to stay aligned with industry changes.

Qualifications

• Calls monitored to ensure policy compliance and regulatory adherence.
• Feedback provided to telecalling agents for performance improvement.
• Coordinate with team leads to align on quality standards.
• Stay updated with industry best practices and regulatory changes.

Responsibilities

• Call Monitoring and Evaluation: Monitor 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.

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.