Company Overview

Reliance General Insurance is a prominent private general insurance company in India, offering over 94 customized insurance products for corporate, SME, and individual customers. With an extensive network of over 200 offices and the distinction of being the first Indian insurance company to receive ISO 9001:2000 certification across all functions, Reliance General Insurance is dedicated to innovation and customer service. Headquartered in Mumbai, their e-commerce platform simplifies policy purchases.

Job Overview

The Quality Analyst Voice role at Reliance General Insurance is a full-time, junior-level position based in Hyderabad. The ideal candidate will have 4 to 6 years of experience in quality analysis in a voice-based environment. The successful candidate will contribute to quality assurance processes by performing audits, providing feedback, and engaging in quality evaluations within the organization. Additionally, the candidate will audit sales calls and guide the conversion of sales.

Qualifications and Skills

• Possess strong expertise in conducting call audits to ensure adherence to quality standards and organizational policies.
• Demonstrated ability to provide clear, constructive, and effective feedback to agents to enhance their performance.
• Proficient in utilizing 7 QC Tools for process improvement and quality management within the voice support domain.
• Skilled in delivering sandwich feedback, balancing positives and areas of improvement, to encourage agent development.
• In-depth understanding of fatals and the ability to identify and address critical errors in call evaluations.
• Experience in quality evaluating to provide insights for process improvements and maintaining high service standards.
• Capable of conducting live call audits to evaluate agent performance in real-time, ensuring immediate corrective actions.
• Experience in auditing sales calls to ensure compliance with sales protocols and identify areas for skill enhancements.

Roles and Responsibilities

• Conduct quality audits for voice interactions to ensure compliance with company standards and regulatory guidelines.
• Provide timely and constructive feedback to agents, enhancing their communication skills and service delivery.
• Utilize quality management tools to drive process improvements and achieve higher customer satisfaction levels.
• Perform regular evaluations of recorded and live calls, identifying trends, and suggesting actionable insights for improvement.
• Collaborate with cross-functional teams to address quality issues and implement corrective measures effectively.
• Ensure that all call evaluations are well-documented and that feedback is communicated transparently to stakeholders.
• Participate in continuous professional development to stay updated with industry best practices and tools.
• Support the development of training materials and workshops to improve agent performance and understanding of quality standards.
• Guide agents in converting sales by providing insights gained from auditing sales calls and recommending strategies to enhance sales effectiveness.