Quality analyst(Voice)

Reliance General Insurance

Hyderabad, Telangana
Rs. 20,000 per month
Permanent
Full-time

2 months ago

Company OverviewReliance General Insurance is one of India's leading private general insurance companies with over 94 customized insurance products. We cater to corporate, SME, and individual customers with innovative products and a wide distribution channel network. With our extended network of offices and dedicated customer service, we strive to provide the best insurance solutions to our customers.Job OverviewWe are hiring for the role of Quality Analyst (Voice) with 1 to 3 years of experience. This is a full-time position based in Hyderabad, Telangana, India. As a Quality Analyst (Voice), you will be responsible for auditing calls, performing call audits, checking for fatals, providing sandwich feedback, calibrating calls, and implementing feedback methods.Qualifications and Skills

1 to 3 years of experience as a Quality Analyst (Voice) in a similar role
Strong knowledge of evaluation of calls based on set guidelines
Should have an eye for identifying fatal parameters and expertise in providing constructive feedback
Excellent communication and interpersonal skills
Understanding of call calibration and various departments and reduce variation
Familiarity with feedback methods to drive continuous improvement

Roles and Responsibilities

Audit calls to ensure compliance with quality standards and regulatory requirements
Perform call audits to evaluate the quality of calls and identify areas for improvement
Check for fatals and provide feedback to agents for improvement
Provide feedback to agents, highlighting both positive aspects and areas for improvement
Calibrate calls with team members and stakeholders to ensure consistency in evaluation
Implement feedback methods to enhance the overall quality of customer interactions

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