IRDA Recruitment 2023 Consultant vacancy online application form at irda.gov.in - News

1. Post: Consultant

2. Qualifications/experience: The Candidates Should Be A Graduate And Should Possess Minimum 2 Years Of Experience In Managing Crm Operations. Qualified Professionals With Aforementioned Minimum Years Of Experience In Crm Operation Of Insurance Companies May Apply. Scale Iv And Above Officers Retired From Public Sector Insurance Companies Having The Minimum Experience Of 2 Years In Managing Crm Operations May Apply.  The Authority Reserves The Right To Relax Any Of The Requirements For The Candidates In Deserving Cases.

3. Remuneration And Other Benefits: The Remuneration For The Consultant Shall Be As Under:A Retainer Fee May Ranger Between Rs. 60,000/- And Rs. 75,000/- Per Month Depending On The
Qualifications And ExperienceRs. 3000/- Per Month Will Be Paid For Local Conveyance.

4. Duties Of Consultant: The following are the duties of Consultant:To handle Consumer Grievance Call Centre matters at Hyderabad OfficeTo visit the Call Centre as part of the job of overseeing process/operations and technologyTo monitor quality and also study required number of live/recorded calls/emails/documents towards ensuring the appropriate quality of the voice calls/emails/scanned documents and the related processes involvedTo observe the performance of the Call Centre Response Team and suggest ways of improving efficiency of Call Centre Executives having regard to their floor behavior To identify the need for Refresher Training for Call Centre Executives not performing well enough both in terms of soft skills and Insurance/Grievance redressal process knowledge and advise the Authority of the action to be taken for the desired customersTo oversee the scrutiny and the registration process followed by the Call Centre Executives on the complaints received and to provide necessary guidance and support wherever required in order to ensure that the objectives of grievance resolution behind the procedures/processes stipulated by IRDAI is achievedTo assist the Authority in expanding the initiative and also forecasting number of work stations from time to time commensurate with the fluctuations in grievances.To oversee knowledge management including adding new scripts and modifying Standard Operating ProcedureTo assess implementation of Call Centre in regional languages and suggest ways and means of improving the reach and service delivery.To study and inspect technology infrastructure on behalf of the Authority from time to time to ensure appropriate PRI (Primary Rate Interface) Utilization, reduction in average queue time and to ensure appropriate connectivityTo oversee managed backups by VendorTo monitor the performance of the Vendor in relation to the parameters specified in SLA on matters concerning the complaints including registrationTo provide necessary MIS/Periodical statements on the functioning of the Call Centre to the Authority as stipulated from time to tim Any other job related to the working of IGCC and Grievance handling
 

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