Assistant Manager

Monitoring transactions as per process guidelines and reporting the process performance.

Knowledge of UK London Market underwriting knowledge

Providing event-based and frequency-based feedback.

Collecting data on the CTQs as defined in the SLA and track the same.

Assisting Ops-AMs in identifying training needs for the agents and process level issues that can help improve performance.

Participating in team huddles and providing brief on Quality performance in the process.

Brief new agents joining the process and explain how the quality function operates in the process.

Co-ordinate all process improvement initiatives.

Skills Required

Quality Analysis, Ppt