Job Description

What is Renewbuy?RenewBuy is an organisation Launched in 2015 (Headquartered at Gurgaon), by industry veterans, Balachander Sekhar and Indraneel Chatterjee. RenewBuy.Com is the fastest growing online aggregator in India. A pure digital insurance distribution business, it has become the 2nd largest and the fastest-growing Insure-Tech player by building an extremely differentiated approach from incumbent players both traditional insurance companies and new-age digital players.The approach has been to completely digitize the consumer journey but using Agents. We are currently offering Motor, Health and Life Insurance on their platform. Within 5 years of launch, now 800 Cr. plus of annualized business, with more than 2500+ employees, 65000+ Agents and does business in more than 650 cities using its mobile app and web platform. RenewBuy will be a 2000 Cr annualized business in 12 months, with 3500+ employees and operating in 50+ cities and keep growing further from there. RenewBuy plans to extend its insurance platform to other similar international markets in the near future.The company recently raised $40M from Dai chi Insurance and in the past raised $45M from Apis Partners. We are seeking to enhance our presence in 1000+ locations across the country and increase the agent base to 2 lac on our platform. Recently we have unveiled Raj Kumar Rao as our Brand ambassador with our brand proposition Smart Tech, Right Advice.Job Title: Quality AnalystLocation: IndoreReports To: TNTQ ManagerPosition Type: Full-TimeJob Summary:We are seeking a meticulous and detail-oriented Quality Auditor to join our team. The Quality Auditor will be responsible for monitoring and evaluating the quality of interactions between our contact center representatives and clients, specifically within the GI sales insurance process. This role is crucial in maintaining high standards of customer service and ensuring compliance with company policies and industry regulations.Key Responsibilities:

• Quality Monitoring: Evaluate and assess the performance of contact center agents through call monitoring, reviewing recorded interactions, and analyzing data to ensure adherence to quality standards and process guidelines
• Compliance Checking: Verify that all insurance sales processes comply with internal policies, industry regulations, and legal requirements. Identify any compliance issues and work with agents to resolve them
• Performance Reporting: Prepare and present detailed reports on audit findings, including performance metrics, trends, and areas for improvement. Provide actionable insights and recommendations to enhance service quality
• Feedback and Coaching: Offer constructive feedback to agents based on audit findings. Conduct training sessions and workshops to address performance gaps and improve overall team proficiency
• Process Improvement: Collaborate with management to identify and implement process improvements and best practices. Contribute to the development and refinement of quality assurance protocols and standards
• Documentation: Maintain accurate and up-to-date records of audit activities, findings, and corrective actions. Ensure proper documentation of all quality-related processes
• Customer Experience: Ensure that the customer experience is consistently positive by verifying that interactions meet our service quality benchmarks and that customer feedback is effectively addressed
• Supervise and Support: providing guidance, training, and performance feedback. Assist in recruiting, onboarding, and retaining sales team members. Foster a positive and motivating team environment

• Experience: Minimum of 4-6 years of experience in a quality auditing or quality assurance role, preferably within a contact center environment focused on insurance or financial services
• Knowledge: Strong understanding of sales insurance processes, industry regulations, and best practices in customer service
• Skills: Excellent analytical skills with the ability to interpret data and provide actionable insights. Strong communication and interpersonal skills for effective feedback and coaching. Proficiency in quality assurance tools and software
• Graduation: Bachelors degree in Business Administration, Finance, Insurance, or a related field is preferred
• Certifications: Quality assurance or auditing certifications (e.g., Six Sigma, ISO 9001) are a plus
• Motivated and enthusiastic to help partners exceed sales targets.

• Group Medical/Hospital Insurance- INR 3-10 Lacs (as per grid) (covers self + employee + 2 kids); Parents premium to be borne by the employee as per grid
• Group Personal Accident - INR 5-20 Lacs (as per grid)
• Group Term Health- five (5) times of Annual Fixed CTC
• Learning Opportunities - Training from experts and access to our e-learning platform for skill and professional development
• Wellness Programme - Access to our wellness program with the panel of expert coaches, doctors etc at absolutely no cost

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