Job Description

Quality Assurance and Coaching SpecialistGurgaon, Haryana, IndiaThe Quality Assurance and Coaching Specialist plays a pivotal role in methodically evaluating and enhancing the quality of customer interactions within the Colleague Services operations. This key position supports the implementation of standard operating procedures (SOPs) by diligently monitoring, measuring, and enhancing service delivery standards to ensure strict adherence to organizational benchmarks and elevate overall customer satisfaction. Additionally, the specialist provides targeted coaching and feedback to support professional development and optimize performance within the team.DISCOVER your opportunityWhat will your essential responsibilities include?\xc2\xb7 Conduct regular evaluations of customer interactions using established methodologies and specific parameters to uphold service quality standards.\xc2\xb7 Provide targeted and actionable feedback to colleague services team members, fostering professional development and optimizing performance through coaching and mentoring.\xc2\xb7 Collaborate with team leads and regional managers to customize the evaluation process based on regional needs and spearhead continuous improvement initiatives.\xc2\xb7 Document evaluation results and maintain a comprehensive tracker for both failed and successful calls to track performance trends and areas for improvement.\xc2\xb7 Participate in weekly calibration sessions to ensure consistency and accuracy in evaluations, aligning with best practices and quality benchmarks.\xc2\xb7 Update critical incident trackers, including password reset incidents, and deliver prompt feedback on call failures to drive immediate improvements.\xc2\xb7 Facilitate tailored training sessions based on evaluation findings, addressing identified areas for enhancement, and promoting continuous learning within the team.\xc2\xb7 Generate periodic performance reports for management review, providing actionable insights and recommendations for ongoing service quality enhancements.\xc2\xb7 Actively contribute to Knowledge Management by creating new knowledge articles, cascading knowledge, and ensuring the accuracy and relevance of existing articles to support continuous improvement and knowledge sharing within the team.You will report to the Remote Support Team Lead.QualificationsSHARE your talentWe\xe2\x80\x99re looking for someone who has these abilities and skills:Required Skills and Abilities:

• Bachelor\xe2\x80\x99s degree in one of these areas - Quality Assurance, Engineering, Information Technology, or a related field. Relevant certifications such as Six Sigma and ISO 9001 would be considered advantageous.

• ITIL Foundation certification, showcasing an influential foundation in IT service management best practices.

• Extensive experience in service desk operations, quality assurance, quality control, or a related field, with a preference for prior experience in the IT industry.

• Proven proficiency in analytical skills with meticulous attention to detail, enabling precise evaluation and performance analysis.

Desired Skills and Abilities:

• Exceptional communication and feedback delivery abilities, fostering an environment of constructive coaching and professional development.

• Adept at effective collaboration with various stakeholders, including team members, team leads, regional managers, and cross-functional partners.

• Demonstrated commitment to continuous learning and improvement, adapting to evolving industry standards and driving ongoing enhancements in service quality and coaching practices.

FIND your futureAXA XL, the P&C and speciality risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don\xe2\x80\x99t just provide re/insurance, we reinvent it.How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business \xe2\x88\x92 property, casualty, professional, financial lines and speciality.With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.Learn more atInclusion & DiversityAXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That\xe2\x80\x99s why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and reach their highest potential. It\xe2\x80\x99s about helping one another \xe2\x80\x94 and our business \xe2\x80\x94 to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at . AXA XL is an Equal Opportunity Employer.SustainabilityAt AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called \xe2\x80\x9cRoots of resilience\xe2\x80\x9d, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society \xe2\x80\x93 are essential to our future. We\xe2\x80\x99re committed to protecting and restoring nature \xe2\x80\x93 from mangrove forests to the bees in our backyard \xe2\x80\x93 by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We\'re building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We\xe2\x80\x99re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL\xe2\x80\x99s \xe2\x80\x9cHearts in Action\xe2\x80\x9d programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day \xe2\x80\x93 the Global Day of Giving.

For more information, please see axaxl.com/sustainability.

AXA XL