Quality Analyst – DM-VRM

Job Purpose

Ensure telecalling operations in the life insurance sales channel comply with quality and regulatory standards to boost customer satisfaction and operational efficiency.

Principal Responsibilities

• Monitor and assess selected inbound and outbound telecalls daily for adherence to company policies and regulations.
• Identify improvement areas and communicate feedback to telecalling staff effectively.
• Develop and maintain quality assurance protocols and checklists aligned with regulatory and business needs.
• Verify telecalling scripts comply with all legal and regulatory requirements.
• Deliver constructive feedback and coaching to agents based on call quality assessments.
• Lead calibration meetings with team leaders and managers to standardize quality benchmarks.
• Generate and analyze quality reports to highlight trends and propose improvement measures to management.
• Support the creation and execution of training sessions for new hires and current telecalling agents.
• Stay abreast of industry trends and regulatory updates through continuous learning.