Role and Key Responsibilities

• Define, standardize and monitor quality parameters including both non-critical & critical parameters (End-User, Business critical, & Compliance) and thereafter make recommendations for ongoing improvements in the process.
• Ensure the team meets the assigned audit targets and compliances set as per SLA and performance scorecard for each process through continuous improvement methodologies.
• Design and document standard practices to be carried out-  business processes.
• Work closely with all functions for consistent delivery of service standard.
• Interact actively with the clients at an operational level. Responsible for consistent delivery of service standards as per SLAs.
• Drive a Metrics Driven Culture amongst the Team and establish reliable systems for measurement.
• Monitor systems and process to provide ongoing feedback for continuous improvement to the service delivery standards
• Attention to detail in supporting management reporting with clear and concise data handling and presentation
• Evaluate and identify the capabilities of all processes within the system, introduce metrics to monitor the same and report to management on improvements necessary to meet customer and industry standards.
• Leverage quality tools and techniques to effectively disseminate knowledge on the floor
• Incorporate & establish TQ standards across all LOBs in the span.
• To identify root causes of variances in metrics (if any)
• Responsible for leading, motivating and supervising the team of Quality analysts

Key Skills and knowledge

• Good Quality domain knowledge & Tool management
• Analytical, logical, reasoning & numerical ability
• Ability to interact with internal and external stake holders
• Excellent oral & written communication skills.
• Expert in Excel & PowerPoint
• Knowledge of basic life insurance terminology
• Graduate in any discipline
• Good People Management skills.