Job Description
JOB PROFILE
Position Quality Analyst Location Noida
Reports to General Manager Telesales Category Telesales
Reporting Grade M8
Our Purpose At Niva Bupa, our purpose is to give every Indian the confidence to access the best healthcare
Our Values
Commitment Innovation Empathy Collaboration Transparency
Proficiency Level (Please Tick)
L1: - HEAD OF FUNCTION/BUSINESS (Sr. Leadership Team) L2: - MANAGER OF MANAGER L3: - MANAGER L4: - INDIVIDUAL CONTRIBUTOR
About Niva Bupa Health Insurance Company
Niva Bupa Health Insurance Company Limited (formerly known as Max Bupa Health Insurance Company Limited) is a joint venture between Fettle Tone LLP (an affiliate of True North Fund VI LLP), a leading Indian private equity firm, and the Bupa Group, a leading international healthcare company with a legacy of providing specialized healthcare services for over 70 years. Niva Bupa's growth story has been phenomenal. We are one of the fastest growing Stand Alone Health Insurers in the country with a current employee strength of 7000+ with growth rate of 154% since FY 20 and growing. We are a fully integrated health insurance provider with in-house claims processing; under-writing and servicing. Our goal is to achieve more than 10000 Cr GWP By 2027 & thus requires goal oriented individuals to be a part of this exciting growth journey to achieve it. Niva Bupa is certified Great Place to Work for the 3rd year running and aims become one of the best workplaces in the BFSI industry. Niva Bupa is an Equal Opportunity Employer committed to achieving diversity within its workforce, and encourages all qualified applicants to apply, irrespective of gender, age, sexual orientation, disability, culture, religious and ethnic background. At Niva Bupa 12% of our team handling roles are led by women. We welcome specially-abled professionals to join our team.
Key Roles & Responsibilities
Primary Role Description: -Monitoring calls and all types of business transactions with end users. Adhering to the periodic quality monitoring targets set for each sampling type assigned. Timely, accurate and effective feedback and mentoring to agents based on the transactions monitored.
Key Roles & Responsibilities
Quality Analyst will be to monitor and analyze business transactions to help establish the right behaviors and processes needed by the organization and will drive the Focus Group in the right direction by showing improvement in Calls Quality and Sales
Key Requirements Education & Certificates
Must be Graduate
Key Requirements - Experience & Skills
Experience of 3 years in Transactional Quality
Key Functional Competencies
Functional competency Beginner Intermediate Expert
Proven work experience as a Quality Analyst or similar role
Auditing Feedback and Coaching
Sales Process and Quality Auditing
NBHI Core Competencies
Behavioral Competency
Behavioral competency Beginner Intermediate Expert
A strong and customer centric mind-set with good interpersonal skills.
Ability to successfully operate in a fast paced, team environment.
Bias free approach Emotional Intelligence, Confident, interpersonal skills.
Functional Hierarchy
Targets/ KRA/ KPI (Tentative Business Nos./ Goals, Measure of Success & Weightages)
Goals Measures of Success Weightage
Call Monitoring or Evaluation
The primary task of a QA in Call Center is call monitoring and sharing actionable insight.
50%
Dip Check When the target is to find the specific type of failure that is
key to the business. 20%
Coaching/Feedback
One on One feedback session about the outcome of the call monitored or audit findings
30%
