Company Overview

Reliance General Insurance is one of India's leading private general insurance companies with over 94 customized insurance products. We cater to corporate, SME, and individual customers with innovative products and a wide distribution channel network. With our extended network of offices and dedicated customer service, we strive to provide the best insurance solutions to our customers.

Job Overview

We are hiring for the role of Quality Analyst (Voice) with 1 to 3 years of experience. This is a full-time position based in Hyderabad, Telangana, India. As a Quality Analyst (Voice), you will be responsible for auditing calls, performing call audits, checking for fatals, providing sandwich feedback, calibrating calls, and implementing feedback methods.

Qualifications and Skills

• 1 to 3 years of experience as a Quality Analyst (Voice) in a similar role
• Strong knowledge of evaluation of calls based on set guidelines
• Should have an eye for identifying fatal parameters and expertise in providing constructive feedback
• Excellent communication and interpersonal skills
• Understanding of call calibration and various departments and reduce variation
• Familiarity with feedback methods to drive continuous improvement

Roles and Responsibilities

• Audit calls to ensure compliance with quality standards and regulatory requirements
• Perform call audits to evaluate the quality of calls and identify areas for improvement
• Check for fatals and provide feedback to agents for improvement
• Provide feedback to agents, highlighting both positive aspects and areas for improvement
• Calibrate calls with team members and stakeholders to ensure consistency in evaluation
• Implement feedback methods to enhance the overall quality of customer interactions