Job Description

Senior ExecutiveEXL/SE/560102

• Operations ManagementIndia

• 
  
  Required Experience
  1 - 5 Years
  
  Posted On
  12 Sep 2022

Basic Section

Number Of Positions
4
Band
A2
Band Name
Senior Executive
Cost Code
5210702
Campus/Non Campus
CAMPUS
Employment Type
-
Requisition Type
New
Complexity Level
Voice CEF B2 (Complexity Level 3)
TAT
56
Created By
Sanjita Limbu

Organisational

Group
Operations Management
Sub Group
Insurance
Organization
Insurance Property & Casualties
LOB
Voice
SBU
Operations
Country
India
City
Pune
Center
Pune

Skills
Skill
GOOD COMMUNICATION INSURANCE BILLING WRITTEN AND VERBAL COMMUNICATION TEAM WORK & CONFLICT MANAGEMENT CUSTOMER SERVICE ADVANCE EXCEL
Minimum Qualification
GRADUATE
Certification No data available





Position Title, Responsibility Level QA, Band A2
Function: Quality

Reports to Assistant Manager/Lead Assistant Manager

Permanent/ Temporary Permanent

Span of Control ~20

Location Pune

Basic Function

• Monitoring of transactions as per process guidelines

Essential Functions

• 
  Providing event-based and frequency-based feedback.
• Collecting and analyzing trends and patterns
• Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
• Participating in team huddles and providing brief on Quality performance in the process.
• Brief new agents joining the process and explain how the quality functions operates in the process.
• Co-ordinate all process improvement initiatives.

Primary Internal Interactions
Below outline the interactions within the company

• Work with the Process Management Team in coming up with initiatives to help improve associates and site performance.

Primary External Interactions

• 
  Work with the client in ensuring that process updates are cascaded to the team in a timely manner.
• Calibrate with onshore stakeholders to alleviate variance in understanding process and customer requirements.

Organizational Relationships
Reports To : Assistant Manager Supervises : n/a

Skills

Technical Skills

• High level computer proficiency including:

• Good computer navigation skills and PC skills
• Strong Excel, with knowledge of other Microsoft Office Suite

• Email writing skills
• Preferably good typing speed and accurate system updating
• Phone call/master handling skills
• Keyboarding skills ( at least 30 wpm)

Process Specific Skills

• 
  Knowledge about US Life Insurance processes
• Flexibility to work in various shifts
• Knowledge about US culture
• Knowledge on quality procedures

Soft skills (Desired)

• 
  Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives
• Attention to details
• Adaptable and flexible
• Active listening skills
• Self-discipline
• Learning and decision making
• Listening, patience and action oriented

Soft Skills (Minimum)

• 
  Team mentoring, engagement and coaching skills
• Clear writing and verbal communication
• Demonstrated problem solving skills and the ability to do multi-tasking
• Excellent Communication Skills
• Strong customer service focus
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner

Education Requirements
Graduate with a minimum of 15 years of education.

Work Experience Requirements
Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account