Telecaller Cum Quality Analyst

Job Title: Tele Caller cum Call Audit Executive – Insurance & Compliance

Department: Operations / Quality / Compliance

Location: Pune

Experience: 1–4 years (Insurance background preferred)

Qualification: Graduate in any discipline

Languages Required: Bengali & Odia (Oriya) – Mandatory, basic English/Hindi preferred

Job Summary:

We are seeking a Tele Caller cum Call Audit Executive who will handle customer interactions related to insurance services and also audit calls to ensure compliance with regulatory guidelines, company policies, and quality standards. The role requires fluency in Bengali and Odia to support regional customers effectively.

• Key Responsibilities:
• Tele Calling (Customer Interaction):Make outbound calls and attend inbound calls from customers in Bengali and Odia regarding insurance policies, renewals, and service requests.
• Explain policy features, benefits, premium details, and processes clearly and accurately.
• Verify customer details as per KYC and compliance requirements.
• Register and track customer complaints and coordinate with internal teams for resolution.
• Maintain accurate call logs and update CRM systems regularly.
• Call Audit & Compliance: Monitor and audit recorded/live calls to ensure adherence to IRDAI regulations, company scripts, and SOPs.
• Identify mis-selling risks, incorrect commitments, and process deviations.
• Prepare call audit reports highlighting compliance gaps and quality issues.
• Provide feedback and basic coaching to tele callers for improvement.
• Track complaint-related calls and ensure corrective and preventive actions.
• Support internal audits and regulatory reviews when required.
• Skills & Competencies: Fluency in Bengali and Odia (spoken); good comprehension of English/Hindi.
• Good communication and listening skills.
• Knowledge of insurance products (life/health/motor preferred).
• Understanding of compliance and quality parameters in insurance calling.
• Strong attention to detail and reporting ability.
• Basic computer skills: CRM systems, MS Excel, call monitoring tools.
• Ability to multitask between operational calling and quality auditing.