Job Description

Role - Quality Analyst

Location - Vapi

Roles & Responsibilities

Manages overall quality processes and assumes accountability for the quality management

practices

Ensures that the standards of the Quality Management Framework are applied and managed

effectively within the Voice, Email or Chat

Establishes and implements programs for quality improvement, and successful measurement

criteria

Identifies and escalates risks and quality issues to resolve them as efficiently as possible

Conducts regular Voice of Customer sessions to ensure an understanding of quality standards

and requirements

Meets with the Operational Management team regularly to provide feedback on quality

performance, trends and focus areas

Manages delivery of customer experience program by analysing data to identify key priorities

and aligns the quality program and coaching activities to assess and develop identified areas

Initiate process improvements through automation and assist in implementing the same

Actively participate in knowledge sharing and training

Requirements:

Minimum Bachelor's degree

Experience - 3-5yrs in Insurance industry preferred

Ability to perform under pressure

Results orientation

Ability to handle disputes

Taking ownership and be accountable for activities performed

Have good analytical skills

Good and effective communication skills

Working Days: Monday to Saturday

To Apply : Please submit your resume and a compelling cover letter to ravi.vallapu@orangeshark.com (or) reach out to me at 7416429984).

Let's build something incredible together!

Job Types: Full-time, Permanent

Pay: Up to ?500,000.00 per year

Schedule:

• Day shift
• Morning shift
• Weekend only

Supplemental pay types:

• Performance bonus
• Yearly bonus

Experience:

• Quality Assurance: 1 year (Preferred)
• total work: 1 year (Preferred)

Work Location: In person