Quality Analyst

About the Role

Aditya Birla Capital is seeking a diligent Quality Analyst to join their team in Thane, Maharashtra. This role is crucial for ensuring the quality of customer interactions and processes within the renewal and retention departments. The Quality Analyst will be responsible for monitoring, evaluating, and analyzing interactions to identify areas for improvement, reduce persistency leakage, and ensure compliance with regulatory standards. This position offers an opportunity to contribute to process enhancement and capability building within the organization.

Key Result Areas and Supporting Actions

Quality Monitoring & Evaluation

• Conduct audits of renewal and retention interactions across various channels including calls, emails, WhatsApp, SMS, and letters.
• Assess adherence to established call scripts, documentation protocols, and the renewal process.
• Assign scores to interactions based on predefined QA scorecards, focusing on KPIs such as QA coverage percentage, average QA score, inter-auditor variance, and fatal error rates.

Persistency Leakage Identification & Control

• Analyze lapsation patterns segmented by product, channel, and customer tenure.
• Track instances of missed follow-ups, incorrect data tagging, inaccurate due dates, failures in payment link delivery, and incorrect customer contact information.
• Proactively identify and flag customer segments at risk of lapsation.
• Monitor KPIs including identified leakage cases, the percentage of actionable leakage, closure rates, and the reduction of avoidable lapses.

Root Cause Analysis (RCA) & Corrective Action Plans

• Perform thorough root cause analyses for policy lapses, low conversion rates, unsuccessful renewals, and drop-offs in revival efforts.
• Categorize identified reasons into customer-specific, process-related, system-related, or agent-specific factors.
• Propose and track the implementation of corrective and preventive actions (CAPA).
• Track KPIs such as RCA turnaround time (TAT), CAPA implementation rate, and the reduction of recurring issues.

Process Compliance & Regulatory Adherence

• Ensure all renewal communications strictly adhere to compliance requirements, including opt-in/opt-out procedures, appropriate language, necessary disclosures, and effective grievance handling.
• Monitor adherence to Standard Operating Procedures (SOPs) for payment collection, follow-up frequency, and documentation standards.
• Track KPIs including compliance deviations, audit observations, and counts of zero-tolerance breaches.

Coaching, Feedback & Capability Building

• Deliver structured feedback to agents, retention teams, and their supervisors.
• Facilitate calibration sessions to ensure consistent scoring interpretation among evaluators.
• Develop concise training materials on common defects, focusing on areas like objection handling, payment guidance, and articulating product value.
• Monitor KPIs such as coaching completion rates, post-coaching score improvements, and calibration agreement percentages.

Reporting & Dashboards (MIS)

• Generate and publish daily, weekly, and monthly dashboards presenting QA findings and persistency insights.
• Track performance metrics across different teams, channels, customer cohorts, and vintage periods.
• Maintain comprehensive QA trackers and action logs.
• Monitor KPIs for MIS timeliness, accuracy, stakeholder engagement, and the rate of recurring insights.

VOC (Voice of Customer) & Complaint Trend Analysis

• Systematically capture customer objections and reasons for non-renewal.
• Analyze customer grievances related to the renewal process, including miscommunication, payment difficulties, and service dissatisfaction.
• Provide insights to inform product and service improvement initiatives.
• Track KPIs such as dominant VOC themes, reduction in complaint trends, and improvement in closure TAT.

System/Process Improvement & Automation Support

• Log system tickets to address workflow gaps, such as incorrect due-date triggers, SMS delivery failures, or broken payment links.
• Support User Acceptance Testing (UAT) for renewal processes and QA tools.
• Identify opportunities to automate sampling or scoring processes.
• Monitor KPIs related to logged vs. resolved issues, UAT defects identified, and the impact of automation in terms of time savings.

Sampling Strategy & QA Governance

• Develop and implement a robust sampling methodology, incorporating risk-based and random approaches to ensure comprehensive coverage and impact.
• Maintain a clear audit trail for all evaluations and ensure secure storage of evidence.
• Manage inter-rater reliability checks to ensure consistency in quality assessments.