Job Description

Headquartered in Noida, India, Paytm Insurance Broking Private Limited (PIBPL), a wholly owned subsidiary of One97 Communications (OCL) is an online insurance market place, that offers insurance products across all leading insurance companies, with products across auto, life and health insurance and provide policy management and claim services for our customers.
Job Title & Level: Quality Analyst - Tele Collection
Language proficiency: bengali and odia language
:
xe2x97x8f Monitoring of transactions as per process guidelines
xe2x97x8f Providing event-based and frequency-based feedback
xe2x97x8f Collecting data on the CTQs as defined in the SLA and track the same
xe2x97x8f Assisting in identifying training needs for the agents and process-level issues that can help improve performance
xe2x97x8f Participating in team huddles and providing a brief on Quality performance in the process
xe2x97x8f Brief new agents joining the process and explain how the quality function operates in the process
xe2x97x8f Co-ordinate all process improvement initiatives
xe2x97x8f Monitoring of transaction/tickets responses as per process guidelines
xe2x97x8f Validation of CSAT report, Queries type analysis for process improvement
Competencies Required:
xe2x97x8f Ability to work in a continually challenging environment
xe2x97x8f Understanding of end-to-end processes and appreciation of critical parameters
xe2x97x8f Knowledge of MS Office - Excel, PowerPoint, Word
xe2x97x8f Good communication skills bengali and odia
xe2x97x8f Good analytical skills - to be tested through Quality Aptitude Test
xe2x97x8f Self-initiated and zeal for continuous improvement