Santosh Kumar Kalagana

Roles and Responsibilities:

• Quality Assurance: Ensured high standards of accuracy and compliance in policy management. Conducted regular audits to ensure adherence to process standards and guidelines, identifying areas for improvement, and initiating corrective actions.
• Subject Matter Expert (SME): Provided expert guidance and support to colleagues, conducted training sessions, created process documentation, and resolved complex queries. Empowered team members to excel in their roles.
• Team Leadership: Managed and guided four sub-process teams, acting as the point of contact for escalations, queries, and process improvements. Fostered a collaborative work environment through regular team meetings and clear communication.
• Client Reporting: Prepared and presented detailed decks summarizing team performance, quality performance metrics, and presented findings and recommendations to clients. Maintained transparency and built trust through clear and persuasive communication and production data during monthly client calls.
• Escalation Management: Performed Root Cause Analysis (RCA) on escalated cases, identifying root issues and implementing preventive measures.
• Policy Management: Verifying agent license validity through Agent code and updating in the Marketing license system, ensuring compliance and accuracy.
• Team Development: Provided ongoing support and feedback to teammates, ensuring continuous improvement in quality and productivity.

• Managed and resolved customer inquiries regarding life insurance policies.
• Processed and reviewed life insurance policies, ensuring accuracy and compliance with company policies and regulatory standards.
• Provided exceptional customer service by addressing concerns and providing solutions in a timely manner.
• Trained and mentored new team members on company policies, insurance products, and customer service protocols.
• Participated in regular team meetings and provided input on ways to improve existing processes.
• Maintained accurate records of all transactions related to processes in accordance with company guidelines.