Simran

• Audit 400-500 sales calls per month to ensure effective personal loan pitching and lead generation.
• Audit short calls (150-200 per week) to ensure 100% compliance, as per business guidelines.
• Agent disconnection analysis
• Review (Approved but not disbursed cases) and connect with the customer to understand reason for pending disbursement.
• Review declined sales cases and identify required correction and share feedback with defaulting advisors.
• Analyse potential sales case where customer showed interest for loan but advisor didn't convince effectively
• Perform DIP check, internal, external calibration, ATA and call listening
• Conduct Quality session, Refresher session, NHT Mock call certification & briefieing
• Handle and coordinate with Teleperformance (HDB's venodor)
• Prepare reports Monthly Quality Dashboard, DIP check, ATA reports.
• Contributed in Greylab bot training

• Audit each type of transaction like Calls, Email & Chat
• Audit Dsat, Repeat calls ACPT analysis
• Perform compliancee audit (Agent Hung up & Short calls)
• Participate in Interanal & External calibration
• Conduct Quality session with team to maintain quality
• Conduct BQ session and additional audit for BQ Advisors
• Prepare RCA and drive them for effective closure
• Ensure appropriate coaching and feedback is given to the team
• Prepare reports on daily, weekly, monthly basis, TNI, Dsat Report
• Perform DIP check, NHT mock call certification & support OJT batch

Process : Modicare (Inbound)

• Provided end to end resolution of consultant complaints by coodinating with clients
• Handled queries and request

Process : Max life insurance (Collection Outbound)

• Convince policyholder to pay their policy premium
• Handled queries
• Cross sell pitching