Job Description:

This position will be responsible for managing compliance related to distance marketing guidelines S/he will be responsible for managing compliance, training and quality process / enhancements / optimization S/he will be responsible for completing the call monitoring basis the distance marketing guidelines, ensure adherence to the quality and training process Drive integrated strategies with the call center vendor to optimize compliance and improve customer experience through quality & training

Key Responsibilties

Transform existing compliance setup to enhance/optimize process

Monitoring of live and recorded calls of interaction between a tele caller and prospect/customer

Maintaining call center data and MIS

Monitoring quality and training processes and optimize them

Track and ensure adherence to IRDAI training & certification, adherence to training and quality process

A Primary owner of driving compliance parameters across vendor locations

Develop a process to ensure adherence of all vendors on the compliance parameters/quality parameters and training parameters

Monitoring of calls basis the the distance marketing guidelines Monitoring of calls to check adherence on script and quality process

Asses knowledge across floor on system and process and develop TNI Give recommendation to change systems basis floor feedback

Intensive engagement with call center quality team to drive, on call compliance and adherence to script

Track and measure training toll gate scores and process quality on calls

Call recording transfer from partners to own servers

Design & implement and execute processes to ensure compliance with regulatory guidelines and ensure the vendor is adhering to the quality and training guidelines and audit department performance against the same

Give recommendations for modification of existing fraud alerts and process development based on customer complaints, fraud trends, dispute trends, feedback of the same

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Projects/Infrastructure/Power/Energy, Engineering/Projects
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : Back-end/Transactions Processing
Salary : As per Industry Standards
Deadline : 20th May 2020

Key Skills:

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