Assistant Underwriter
Nasco Qatar
Total years of experience :9 years, 3 Months
Insurance and administration duties
Responsible for listening to calls, monitoring email transactions and accurately measuring qualitative performance of a Champion. The measured performance need to be coached on for higher performance within agreed timelines and play the role of a classroom facilitator, coach and supervisor. Also need to demonstrate effective leadership skills through developing awareness and knowledge of Myntra values, customer service skills, computer skills, product, policies and procedures
The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team
ties:
Call barging/Call Monitoring
Giving feedback
Prepare MIS/reports
Performing training need analysis
Process improvement
Leading and participating in calibration sessions
Improving performance through interventions
Provide timely, accurate and effective feedback to Champion regarding job performance
Create development plans for champions geared to drive world class results
Partner with HR when initiating corrective action on timely basis
Analyze, suggest, develop, implement and evaluate training and coaching
Call monitoring, auditing documents sent to customers, providing feedback/coaching to the agents assigned, handling escalations and conducting ongoing training sessions for the team
Train advisors to improve sales and Customer satisfaction scores
Train and assess new hires in sales, compliance and Customer satisfaction metrics.
Generate, analyze and present regular Management Information reports..
Hosting Calibration sessions with the Clients and Managers
Constant Interaction with Clients on Quality points and improvement methods
Developing performance based training calendars for employees
Performance management of team to ensure all targets are achieved
Ensuring complete adherence to Audit and Compliance recommendations.
Graduation in commerce