Head - Quality

Quality Monitoring & Evaluation

• Monitor and evaluate calls, emails, and WhatsApp chats using defined QA frameworks, checklists, and scoring metrics.
• Review all forms of outbound communication and collaterals sent to travel agents or external stakeholders for accuracy, clarity, tone, and compliance.
• Ensure communication aligns with approved scripts, templates, SOPs, and brand guidelines.
• Maintain high attention to detail to identify even minor errors, deviations, or potential compliance risks.
  
  

• Share timely, constructive, and actionable feedback with team members and managers.
• Conduct regular quality coaching sessions to address gaps and reinforce best practices.
• Partner with Team Leads and Managers to drive corrective actions and improvement plans.
• Participate in calibration sessions to ensure consistency and fairness in quality evaluations.
  
  

• Ensure adherence to IRDAI regulations, insurer guidelines, and internal compliance policies specific to insurance and travel services.
• Flag non-compliance, miscommunication, or risk-prone messaging and escalate appropriately.
• Support audit requirements by maintaining quality records, evaluations, and corrective action documentation.
  
  

• Track quality scores, error trends, and compliance metrics at individual and team levels.
• Identify recurring issues, systemic gaps, and root causes impacting service quality or customer experience.
• Conduct root cause analysis (RCA) on quality failures and recommend preventive and corrective actions.
• Prepare and share periodic MIS, dashboards, and quality insights with management.
  
  

• Drive continuous improvement initiatives based on quality findings, analytics, and customer feedback.
• Collaborate with operations, training, and product teams to update SOPs, scripts, and templates.
• Recommend process enhancements, automation opportunities, or quality checkpoints to reduce errors.
• Act as a quality gatekeeper for new processes, communications, and customer-facing initiatives.