Quality Analyst - Team Lead (Insurance) Job in Noida at Paytm

Paytm is hiring for the role of Quality Analyst - Team Lead (Insurance)!

Responsibilities of the Candidate:

• Assist in high-performance delivery on all quality parameters.
• Audit Calls/email interactions on Product/process, Communication, and soft skills parameters.
• Conduct audits and feedback for the targeted population to improve scores for training throughput or conversion.
• Assist in data analysis and making designated reports/decks.
• Participate in calibrations to ensure consistent scoring & feedback delivery approachCommunicate to heighten awareness and focus on the importance of a positive customer experience.
• Make recommendations and drive process improvement.
• Reduce the learning curve and help enhance product/process knowledge of new joiners.
• Ensure that internal policies, procedures, and compliance regulations are being followedCustomer/Client Interactions by using process knowledge and highlighting key areas to work on.
• Prepare TNA, publish, and execute for 100% closureReal-Time Support (Production/Live Support) on the floor as per the business requirement

Requirements:

• Prior experience in handling Quality for Service and sales.
• Must understand Audit and coaching process.
• Excellent writing and comprehension skills extremely good verbal & written communication skills.
• Technical knowledge of English communication - sentence construction, grammar, punctuation, etc.
• Effective Presentation, Feedback, and coaching skills customer orientation, and Customer Service.
• Effective problem-solving skills and Highly energetic & enthusiastic interpersonal skills and Teamwork.
• Ability to handle/analyze data to generate Quantitative and Qualitative analysis