Deskripsi Pekerjaan
Join Cognizant's quality excellence team as a Quality Analyst specializing in insurance brokerage voice operations. We're seeking seasoned professionals with P&C (Property & Casualty) insurance expertise to elevate our quality standards and ensure regulatory compliance across customer interactions. In this critical role, you'll monitor call quality, analyze performance data, and drive continuous improvement initiatives that directly impact customer satisfaction and operational efficiency. Your insights will shape agent training programs, refine quality metrics, and maintain adherence to industry regulations while contributing to our mission of setting the gold standard in insurance brokerage services. This position offers a dynamic environment where your analytical skills and insurance knowledge converge to create meaningful impact.
Tanggung Jawab
- Monitor and evaluate call interactions to ensure compliance with insurance regulations and quality standards
- Analyze P&C insurance transactions for accuracy, completeness, and adherence to broker protocols
- Develop and maintain quality assessment frameworks specific to insurance brokerage voice operations
- Provide targeted feedback to agents through coaching and performance improvement plans
- Generate quality reports with actionable insights for leadership and training teams
- Collaborate with compliance departments to align quality processes with regulatory requirements
- Identify trends in call quality data and recommend process enhancements
Kualifikasi
- Bachelor's degree in Business, Finance, Insurance, or related field
- Minimum 3 years' experience in quality assurance within insurance brokerage or financial services
- Proven expertise in Property & Casualty (P&C) insurance products and processes
- Strong analytical skills with ability to interpret complex data and metrics
- Excellent communication skills with ability to provide constructive feedback
- Familiarity with call center quality monitoring tools and CRM systems
- Knowledge of insurance regulations and compliance standards (e.g., PRA, SEC)
- Certification in quality management or insurance operations preferred