Quality Analyst - Pune - Go Digit General
- Go Digit General
- 2 - 7 years
- Pune
- 3 years ago
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Job Description
Designation : Quality Analyst
Company Name : Godigit General Insurance Pvt.Ltd
Process : Inbound Customer Care.
Exp : 2 to 5yrs
CTC : Between 3.0 to 4.0LPA with variable 15 % of annual CTC.
Working Hours : 9.5 hrs ( including 1 hr break )
Working Days : 6 days working with pure nightshifts & 1 rotational off
Office Location : Smart Works Business Center, Nyati Unitree, West Wing, !st Floor, Yerwada, Pune -- 411006
Contact Person email address: Im*********n@go****t.com
Digit is an Insuretech company in the General Insurance space. At Digit we believe that the way insurance products are viewed, purchased and claimed can be changed. Simply put, we are here To Make Insurance Simple. With that as the mission, we are reimagining products, and redesigning processes.
We are backed by Fairfax. Some of their investments Include Thomas Cook, Blackberry, Advent Insurance. Major Investments in India are Bangalore International Airport, India Infoline, Sterling Resorts. You can visit our website by clicking here.
Below is the job description of the role
What is expected out of the individual
-Keen eye for Process enhancement, with knowledge and experience of 7 tools of Quality.
-Ability to lead a team
-Excellent analytical skills
-The ability to identify gaps and provide inputs to improve performance.
-A strong will to contribute ,make positive and result oriented changes
- Keen eye for detail coupled with analytical and problem solving abilities.
- Good verbal and written communication skills.
- Basic level knowledge on excel reporting
- Knowledge of 7 tools of quality
- Assistance for continuous improvement
-Providing trainings to agents on quality parameters , KRA's and expectations
What would you do
-Conduct Calibration sessions between Delivery and QA teams to be in Sync
Develop, Recommend and monitor corrective ad preventive actions
-Identify training requirements and coach the team
-Prepare reports
- Analysis/audits inbound/outbound calls, emails and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Centre
- Provides structured and timely recommendations; verbal and/or written feedback to the consultants
- Performs mock calls with new hires post-training to determine readiness for moving into support
- Develops and conducts briefing for the targeted group of consultants that address Service Quality deficiencies and/or improvement opportunities.
- Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call-Centre teams and sites
Roles and Responsibilities
Desired Candidate Profile
Perks and Benefits
Job Classification
Industry: BPO / Call CentreFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Quality
Role: Quality
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required, Any Postgraduate in Any Specialization
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: Go Digit General Insurance LimitedAddress: PIONEER ATLANTIS 1ST TO 4TH FLR BBMP KHATA NO 95, PID NO 67-3-95 4TH B, CROSS ROAD KORAMANGALA, 5TH BLOCK OPPOSITE ATLANTI BANGALORE KARNATAKA - 560095, BANGALORE, Karnataka, India
Location(s): Pune
Keyskills: QA Communication Skills Customer Service General Insurance Feedback Service Quality Customer Care Inbound Call Center Outbound Calling
Go Digit General
Digit is an Insuretech company in the General Insurance space. At Digit we believe that the way insurance products are viewed, purchased and claimed can be changed. Simply put, we are here To Make Insurance Simple.’ With that as the mission, we are reimagining products, and redesigning pro...
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