Associate Manager

About the Department:

Customer Connect is a customer servicing unit. The touch points are Inbound, Email, Webchat and customer outreach. Customer call/write in with their queries/requests and complaints which are resolved either as a OTC or NOTC interaction.

What we are looking for :

The ideal candidate will play a key role in conducting daily RTR audits and maintaining training content, and monitoring the quality activities through structured vendor governance. This role requires strong communication skills, accountability, and the ability to work independently while managing multiple responsibilities across teams and vendors.

Roles & Responsibilities:

• 1. Insurance industry and quality experience preferred.
• 2. Perform daily Audits (RTR) quality activities.
• 3. Repeat case analysis and driving NPS scores. Need to work on NPS
• customer feedback and drive. Need to do ACPT
• 4. Conduct repeat email analysis to identify and address recurring issues.
• 5. Conduct OJT Certifications and Fortnightly calibration sessions to ensure quality alignment.
• 6. Vendor governance for quality and training-related activities.
• 7. Drive process improvement by identifying gaps through RTR and
• implementing corrective actions.

Essential conditions:

• Education: Graduate / post graduate in operations / finance & banking

and insurance

• Work exp: 2+ years of in quality and Operations

• Work related skills: Good in Excel, Vendor management, Data

management and good communication skills.

• Excellent communication skills.
• Strong process knowledge and ability to apply it effectively.