Job Description

A Position Overview Position Title Assistant Manager - Digital Business Unit (Business Quality) Department Business Quality Level / Band Grade: Assistant Manager/ Band:301 Role Summary: Business Quality analyst: - Ensure 100% adherence to various regulations applicable to call center - Conduct independent call audits and prepare reports as per defined frequency - Monthly review with call center and internal stakeholders for observations discussion, initiatives for improvements and quality score maintenance for calling vendors B Organizational Relationships Reports to Direct AVP Supervises N.A. C Job Dimensions Geographic Area Covered Mumbai and Delhi Stakeholders Internal Strategy & Call Center Team External Call center vendor partners D Key Result Areas Functional Review . To review various processes and call quality audit at call center. Analyse data as a backup of all observations and highlight the same to the respective Unit Head over a report. Follow-up with functions for complete mitigation of observations identified. Process Review . Monitor call center processes and audit aspects related to functioning of call center Quality Analysis and Support . Quality analyst: . Conduct independent call audits and prepare reports as per defined frequency . Monthly review with call center and internal stakeholders for improvement initiatives etc. . Provide support to central teams with respect to data and/or information to facilitate review/ assessment. Sr. Management Reporting . Release monthly Updates for Sr. Management covering all defined aspects of quality assurance Regulatory Adherence . Distance marketing guidelines and ISNP adherence management: . Internal reporting w.r.t. regulatory mandates including observations, monthly checklist adherence, corrective actions taken (mail repository of communication with partners, MoM mails etc.) E Skills Required Technical Eye for details, Analytical Skill, Understanding and up to date with call center process and business quality related check points, Logical Thinking Behavioral (Refer Appendix for details) Essential Desired Understanding of call center business . Interpersonal skills . Communication skills . Creative thinking skills . Supervising/Leadership skills . Teamwork Skills . Influencing skills . Relationship Building skills . Decision making skills . F Incumbent Characteristics Essential Desired Qualification Graduation Post Graduation Experience 5yrs+ 3 yrs Industry Call Center QA+ Insurance Call Center QA+ Life Insurance

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