Quality Analyst - Direct Marketing - Thane
- Max Life Insurance
- 2 to 5 Yrs
- Mumbai
- 4 years ago
- Email to a friend
- Report this job
Job Description
Quality Analyst - Direct Marketing - Thane
1) JOB PURPOSE: WRITE THE PURPOSE FOR WHICH THE JOB EXISTS (IN 2-3 LINES) (MAX 1325 CHARACTERS)
The purpose of this job is recruit, engage, retain MDRT advisors, and ensure productivity.
2) JOB CONTEXT & MAJOR CHALLENGES: WRITE THE SPECIFIC ASPECTS OF THE JOB THAT PROVIDE A CHALLENGE (INTERNAL AND EXTERNAL) TO THE JOBHOLDER IN THE CONTEXT OF THE BUSINESS/UNIT/FUNCTION/DEPARTMENT/SECTION ((MAX 3975 CHARACTERS)
Key Challenges for the role
Listening to each call
Understanding clients escalation
Managing complexity over call
3) KEY RESULT AREAS: WRITE THE KEY RESULTS EXPECTED FROM THE JOB AND THE SUPPORTING ACTIONS FOR EACH OF THESE KEY RESULT AREAS (FOR A MAJORITY OF JOBS TYPICALLY THERE COULD BE 4- 7 KEY RESULT AREAS)- MAXIMUM 10 KRAS CAN BE UPDATED
Key Result Areas (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
Monitoring Calls and trends
Ensuring tele-callers are following company set standards while interacting with clients
Evaluate and identify key behaviors and defects that drive, or reduce, sales, and improve customer experience
Ensuring a trend analysis on month over month agent performance metrics and top missed points at the agent or organizational level
Assess FTEs Performance
Ensuring qualitative and quantitative performance assessment for tele-callers
Assess tele-callers behavior, counsel, and coach them to reduce negative customer experience, wastage of time and resources, and agent attrition
Technological responsibilities and competitors call center analysis
Need to use statistical methods to take proper samples of calls received by tele-callers and then create a report from the study results
Ensuring technological evolution to give better customer experience.
Ensuring competitor analysis to advance the set up
Design evaluation programs
Performance matrics for the tele callers
Ensuring training as per the TNI
5) RELATIONSHIPS: DESCRIBE THE NATURE AND PURPOSE OF MOST IMPORTANT CONTACTS OR RELATIONSHIP (EXCEPT SUPERIOR/TEAM MEMBERS) WITH INDIVIDUALS, DEPARTMENTS, ORGANIZATIONS INSIDE AND OUTSIDE OF THE ORGANIZATION, THAT JOB IS REQUIRED TO INTERACT WITH IN ORDER TO DELIVER THE JOB OBJECTIVES
RELATIONSHIP TYPE (MAX 80 CHARACTERS)
FREQUENCY
NATURE (MAX 1325 CHARACTERS)
Internal
Operation (BOE)
Regional/Zonal Training Manager
HR Department
Regional Manager
DDM
R&R
Zonal Head
Frequency: Daily
Daily
Periodic
Nature: Follow-ups regarding the Pendency, Customer Queries,
To maximize the recruitment, pass percentage, training need arise from time to time.
To resolve HR related queries.
External
Advisors
CA/Super HNI clientele
Frequency: Daily
Daily
Nature: To discuss about daily activities / sales related Issues / Contests/Motivating.
Recruitment of the Sales Force/ Settlement of the bills.
Qualifications:
Any Graduate
Minimum Experience Level:
2-5 Years
Report to:
Management Trainee
Employement Category:
Employement Type: Full timeIndustry: Banking / Financial Services Role Category: Sales / BD Functional Area: Not ApplicableRole/Responsibilies: Quality Analyst - Direct Marketing - ThaneContact Details:
Company: Aditya BirlaLocation(s): Mumbai
Keyskills: call audit direct marketing call quality performance testing
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About the organization:Max Life Insurance is India’s 4th largest private life insurance company and is the largest non-bank promoted private life insurer in India. We have demonstrated success in building a business now operating at considerable scale, reflected in more than 60,000 cr of As...
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