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Quality Analyst / Senior Quality Analyst @ Policybazaar

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 Quality Analyst / Senior Quality Analyst

Job Description

Languages Known - Malayalam is must


Responsibilities:-

  • High performance delivery on all quality parameters
  • Audit chats/email interactions on Product/process, Communication and soft skills parameters
  • Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion
  • Data analysis and making designated reports/decks
  • Participate in calibrations to ensure consistent scoring & feedback delivery approach
  • Communicate to heighten awareness and focus on importance of positive customer experience
  • Make recommendations and drive process improvement
  • Reduce learning curve and help enhance product/process knowledge of new joinees
  • Ensure that internal policies, procedures, and compliance regulations are being followed
  • Customer/Client Interactions by using process knowledge and highlighting key areas to work on
  • Prepare TNA, publish and execute for 100% closure
  • Real Time Support (Production/Live Support) on the floor as per the business requirement

Desired Skills:

  • Must understand Audit & Coaching process
  • Excellent writing and comprehension skills
  • Extremely good verbal & written communications skills
  • Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
  • Effective Presentation, Feedback & Coaching skills
  • Hands on experience on MS-Office; preferably on MS-Excel and Power Point
  • Customer orientation and Customer Service Attitude
  • Effective problem-solving skills and Highly energetic & enthusiastic
  • Interpersonal skills and Team work
  • Ability to handle/analyse data to generate Quantitative and Qualitative analysis

Job Classification

Industry: Insurance
Functional Area / Department: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Bilingual / Multilingual Support - Voice / Blended
Employement Type: Full time

Contact Details:

Company: Policybazaar
Location(s): Mumbai

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Keyskills:   Malayalam Call Monitoring Call Quality Call Audit Call Calibration Root Cause Analysis QC Tools Pareto Analysis Quality Analyst 7Qc Quality Monitoring Feedback CSAT

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Policybazaar

Company DetailsPolicybazaar.com