GM/Head Quality Analyst (Call Centre)

Job Description:

Role Summary: As the General Manager & Head of Quality Assurance, you will be the strategic custodian of call quality, compliance, and sales behavioral enablement across our high-volume insurance sales contact center.

You will lead the QA ecosystem to ensure, monitor, and analyze business transactions to establish the right behaviors of telecallers and processes needed in the call center. By transforming raw call monitoring data into high-impact Dip Checks and structured Coaching Frameworks, you will drive the QA Focus Group in the right direction—delivering a measurable lift in Call Quality, compliance scores, and sales conversions.

Key Roles & Responsibilities:

1. End-to-End Call Monitoring & Insight Generation

• Oversee the primary transactional auditing engine of the call center, ensuring absolute precision in automated and manual call monitoring.

• Convert standard audit worksheets into deep, actionable business insights. Highlight trends, operational bottlenecks, and script deficiencies to show immediate paths toward improvement in both Call Quality and Sales.

2. Advanced Failure Detection (Dip Checks)

• Architect and deploy targeted Dip Checks to isolate specific types of transaction or process failures critical to the business.

• Proactively dig into outlier data to discover compliance gaps, data leaks, or high-drop-off stages in the insurance sales funnel before they impact bottom-line revenue.

3. High-Impact Coaching & Feedback Governance

• Design and enforce a rigorous One-on-One feedback session protocol across the floor.

• Ensure that every transaction audit or Dip Check finding directly triggers a constructive coaching session. Focus on replacing negative telecaller habits with the correct sales behaviors and compliant closing techniques.

4. Focus Group Direction & Calibration

• Steer the QA Focus Group toward shifting from a generic "policing" mindset to becoming dynamic business enablers.

• Lead routine cross-functional calibration sessions between QA, Training, and Sales Operations to ensure standard evaluation benchmarks across the board.

Mandatory Experience & Technical Profile

• Experience: 10+ years in Contact Center Quality Assurance, with a verified history of leading large teams (Managers/AMs/Auditors) in an aggressive, target-driven Insurance or BFSI Sales environment.

• Methodology Mastery: Deep operational knowledge of structural QA processes: Sampling matrices, Dip Check methodology, feedback models, and root-cause analysis (RCA).

• Data Acumen: Ability to leverage Speech Analytics tools (e.g., CallMiner, Verint, Nice) and dashboard metrics to steer business strategies.

• Ability to successfully operate in a fast paced, team environment, Bias free approach Emotional Intelligence, Confident, interpersonal skills.

KRA/ KPI (Business Goals, Measure of Success & Weightages):

1. Call Monitoring or Evaluation: The primary task of a QA in Call Center is call monitoring and sharing actionable insight. 
2. Dip Check: When the target is to find the specific type of failure that is key to the business.
3. Coaching/Feedback: One on One feedback session about the outcome of the call monitored or audit findings.