AM / DM - Training & Quality

Job Description Training & Quality Specialist

Process: Life Insurance– Renewal & Retention

Industry: Call Centre / BFSI – Life Insurance

Role Objective

We are looking for a Training & Quality professional with hands-on experience in Life Insurance Renewal/Retention calling. The role will be responsible for strengthening agent capability, improving call quality, ensuring compliance, and driving better renewal and persistency outcomes through training, coaching and quality interventions.

Key Responsibilities

Conduct New Hire / Process / Product Training for Life Insurance Renewal & Retention teams.

Train agents on life insurance products, renewal journeys, premium payment, policy benefits, persistency and retention techniques.

Conduct regular call audits to evaluate communication, process adherence, compliance and customer experience.

Identify performance gaps through TNI/TNA, audit trends and call observations.

Conduct refresher training, coaching, role plays and call-listening sessions based on identified gaps.

Strengthen agents on objection handling, probing, empathy, negotiation and retention conversations.

Conduct product/process assessments and certifications to ensure floor readiness.

Drive call calibration sessions with Operations/Clients / Quality teams to maintain evaluation consistency.

Perform RCA on repeat errors, customer complaints, compliance deviations and performance gaps and create corrective action plans.

Track training effectiveness through pre/post assessments, quality scores, repeat-error reduction and business performance.

Maintain training MIS, audit reports, dashboards and action trackers and share with internal and external stakeholders holders

Work closely with Operations, Quality and Business teams to improve renewal conversion, customer experience and compliance.

Desired Candidate Profile

Experience: 2–5 years in Training and/or Quality within a call centre/BPO environment, with Life Insurance experience strongly preferred.

Candidate should have:

Strong understanding of Life Insurance Renewal, Retention & Persistency

Experience in Training + Quality/Audit and have exposure of team handling

Good knowledge of call monitoring, feedback, RCA and calibration

Strong communication, facilitation and presentation skills

Ability to coach agents and influence performance

Good working knowledge of Excel, PowerPoint and MIS

Understanding of IRDAI/compliance requirements and customer communication standards