Service Quality Analyst – Contact Center (THN) Full Time NEW

Business

Health Insurance

Unit

Aditya Birla Health Insurance Company Ltd

Location

Thane , Mumbai

Poornata Position Number of the job

Reports to: Poornata Position Number

Poornata Position Title of the job

Reports to: Poornata Position Title

Function

Contact Center

Reports to: Function

Contact Centre

Department

Quality Analyst

Reports to: Department

Quality

Designation of the Employee

Quality AM/ Quality DM

Designation of the Manager

DCM

Date of writing/Updation of JD

13-11-23

• Job Purpose:

Monitoring & providing actionable insights, accessing the quality performance of the contact center executives who deal with our existing & potential customer.

• Dimensions:

Important Parameters For The Job

• Monitor inbound and outbound call responses to assess associate’s demeanor
• Participate in design of call monitoring formats and quality standards.
• Ensure compliance with the company’s quality systems
• Familiarity with CRM Systems
• Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section

About The Health Insurance Industry –

• The COVID-19 outbreak has impacted the life & businesses of all the individuals globally. The pandemic has increased the need for purchasing health insurance among customers to perceive better medical facilities & healthcare treatments amidst the growing spread of coronavirus. Furthermore, there is rapid growth in hospitalization due to the COVID-19 outbreak. Therefore, health insurance claims have increased tremendously. In addition, the spread of this health crisis across the globe is one of the major reasons behind the increase in health insurance premium as the situation has laid an enormous pressure on the insurance companies in the market.
• The health insurance industry has changed in terms of offering new products and is growing day by day in terms of generating revenue. Working from home and client interaction on video conferencing has become the new normal for an industry that relies on face-to-face interaction before the COVID-19 pandemic.
• Pandemic disrupted the entire world and affected many industries. Request Now! The global health insurance market size was valued at $1.98 trillion in 2020, and is projected to reach $4.15 trillion by 2028, growing at a CAGR of 9.7% from 2021 to 2028.
• About the Aditya Birla Health Insurance –
• Aditya Birla Health Insurance Co. Limited (ABHICL), a part of Aditya Birla Capital Ltd. (ABCL), is a joint venture between Aditya Birla Group and MMI Holdings of South Africa. ABHICL was incorporated in 2015 wherein Aditya Birla Capital Limited (ABCL) and Momentum Metropolitan Strategic Investments (Pty) Limited (Formerly known as MMI Strategic Investments (Pty) Ltd.) hold 51% and 49% shares respectively. ABHICL commenced its operations in October 2016 and is engaged in the business of health insurance. Company’s current product portfolio includes unique offerings including chronic care and incentivized wellness.
• ABHI’s unique offering to market includes proposition includes –
• A Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthy
• A Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1
• ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.
• ABHICL’s vision has always been digital. The company has been successful in adopting paper-less approach right from identifying to on-boarding to delivering seamless experience of its customers & employees.
• Challenges
• Changing Customer’s perception of value proposition – Our CVP such as Incentivized wellness and chronic care management program requires continuous communication and engagement with our customers and distributors.
• Distribution scale-up: Distribution Readiness: Considering the comprehensiveness of our offerings, Distribution engagement and sales training across channels is required to be more rigorous.
• Distribution Costs: Third party distribution costs have also been higher than estimated originally which may impact economics due to intense competition in bancassurance segment.
• Traditional ecosystem – The current Health Insurance Industry ecosystem incl. hospitals and diagnostic centers are taking time for being fully oriented to our model. We are addressing this with continued engagement. Extensive partnerships with the new age tech based providers for digitized delivery model are being explored
• Driving profitability–various segments / lines of business
• Opportunities –
• Health Insurance sector offers tremendous potential due to inadequate penetration as only 3% of the retail population is covered. As awareness levels increase, it would stimulate demand for insurance products. This would provide significant opportunity to create multi-distributions channels and diversifying product mix. Balancing growth and profitability will be key going forward as the industry continues to grow at a higher rate/

Role Holders Knowhow & Expertise

• Good communication skills – both written and verbal
• Knowledge of Quality Standards- Fair hands on Excel, Pareto, Power Point Presentation, Good Analytical skills (Identifying process defects), Data Management, Reports publishing etc.
• Positive Team Player- Ready to work as a team delivering helpful and positive attitude
• Multi-Tasking skills- Ready to extend help in adhoc activities as per process requirements, contribute towards process improvements through engaging in projects
• Creative mindset- Ability to use logic and reasoning to identify and gaps in system
• Ability to effectively communicate and respond top external teams/Vendors
• Holds leadership skills to effectively coach and mentor to improve associates performance
• Expertise needed in driving Quality through Vendor Management, Escalation handling skills, effective communication with External/Internal teams within Organization/Vendor
• Ready to operate from work and holds no obligations in travelling to distant locations(basis business requirement)
• Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)

Key Result Areas

Supporting Actions

Monitoring & Process Improvisation

• Develop contact center executives and promote Chase culture of continuous improvement while fostering teamwork and operational excellence
• Utilizing appropriate methods to gather process effectiveness & improvement
• To cohesively plan and work with the ops team & Vendors
• Ensuring BAU Audits & feedbacks are adhered as per the given timeline

Vendor Management

• Conducting Monthly & Quarterly reviews so as to streamline the process
• Conducting ATA/re-audits of the vendor quality team to maintain sanity
• Conducting Calibration with vendor quality team
• Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

Sharing the Quality Dashboard with In house Stakeholders and ATA reports with the vendors

• Relationships: Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives

Relationship Type Frequency Nature

Internal

All Stakeholders i.e. Email, Chat, Social Media, NPS & Outbound including Service to Sales

On a regular / daily basis

Conducting briefings as per the process requirement

Conducting RCA’s to analyze the root cause and accordingly working on the gaps identified to ensure a streamlined process

External

Vendors, consultants

Need based

• Organizational Relationships: Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.

SIGN-OFF: Provide the name of the Manager and the jobholder. Signature needed for the hard copy of the JD. Hard copy to be maintained in the organizational record.

Job Holder

Reports to – Manager

Name

Signature (needed for the hard copy)