Quality Analyst – Cross Sell COE- Specially for Insurance
Role Purpose
The Quality Analyst – Cross Sell COE is responsible for evaluating service and sales quality across retail banking channels and cross-sell campaigns, with a strong focus on Insurance and other financial products. The role will identify quality and process gaps, improve customer experience, strengthen sales effectiveness, and work closely with Business, Operations, and Training teams to drive measurable improvements.
Key Responsibilities
Primary Responsibilities
- Conduct quality evaluations across Cross Sell campaigns based on defined quality, customer experience, sales, and compliance parameters.
- Review Insurance sales interactions for adherence to prescribed processes, product communication, customer need identification, disclosures, and overall sales quality.
- Track, analyze, and publish quality performance and key observations to relevant stakeholders.
- Identify recurring defects, process gaps, customer pain points, and sales opportunities through audit insights and root-cause analysis.
- Partner with Business, Operations, and Training teams to improve performance, particularly for bottom-quartile populations.
- Drive corrective and preventive actions based on quality findings, customer feedback, NPS/CSAT insights, and call observations.
- Support initiatives aimed at improving conversion while ensuring customer suitability, process adherence, and quality of sale.
- Ensure timely and accurate execution of quality evaluations, calibrations, reporting, and governance.
- Identify opportunities for process simplification and improvement while maintaining a strong Customer First approach.
Secondary Responsibilities
- Participate in cross-functional quality and customer-experience improvement projects.
- Represent the customer perspective while working with stakeholders on process and transformational initiatives.
- Support calibration, coaching, refresher sessions, and quality improvement interventions based on audit findings.
What We Are Looking For
Education
- Graduate degree in any discipline (preferred: Business Administration, Banking, or related fields).
Experience
- Prior experience in Quality/Quality Analysis within Banking, Financial Services - Insurance is preferred.
- Candidate should preferably have hands-on exposure to Insurance processes, sales, servicing, quality, or operations.
- Experience in evaluating sales calls/customer interactions involving Insurance products would be an advantage.
- Exposure to retail banking and Cross Sell products will be preferred.
Insurance Knowledge
The candidate should have fair working knowledge of:
- Life and/or General Insurance products and basic insurance concepts
- Customer need identification and suitability of insurance offerings
- Insurance sales journey and key customer disclosures
- Premium, policy tenure, coverage, benefits, exclusions, and basic product features
- Quality and compliance expectations associated with Insurance sales
- Identifying potential mis-selling, incomplete disclosure, or incorrect product communication during quality evaluations
Skills & Attributes
- Strong analytical, auditing, and root-cause analysis skills.
- Good understanding of Insurance sales and customer interaction quality.
- Strong communication and stakeholder-management skills.
- Ability to interpret call interactions and distinguish between sales effectiveness and quality/compliance gaps.
- Customer-centric mindset with a focus on balancing CX, Sales, Quality, and Compliance.
- Strong reporting and data-analysis capabilities.
- Working knowledge of Excel and performance/quality tracking tools.
- Ability to work with Business, Operations, Training, and other cross-functional stakeholders.
