Team Lead

Role & responsibilities

• Lead and manage a team of Quality Analysts conducting voice and email quality audits.
• Monitor quality of customer interactions and policy servicing requests.
• Ensure adherence to quality standards, regulatory requirements, and SOPs.
• Conduct calibration sessions and provide coaching feedback.
• Analyze audit findings, identify gaps, and drive corrective actions.
• Prepare MIS, dashboards, and quality reports using advanced Excel.
• Partner with Operations, Claims, Underwriting and Service teams for process improvements.
• Drive productivity, quality performance, and employee development.
• Identify training needs and support capability-building initiatives.
• Monitor customer experience trends and recommend improvements.

Preferred candidate profile

• Graduate in any discipline.
• Minimum 5 years of QA experience with 2-3 years of team handling experience as a Team Lead.
• Sound knowledge of General Insurance products, claims, and policy servicing processes.
• Excellent analytical and problem-solving skills.
• Expertise in Microsoft Excel including Pivot Tables, Lookup Functions, Dashboards, and Data Analysis.
• Strong communication, presentation, and stakeholder management skills.
• Experience in quality frameworks, audit methodologies, and customer experience programs.