Service Quality Senior Specialist

Persistency Improvement

§Conduct regular audits and inspections of premium reminder call outs, collections calls, conservation calls, and reinstatement rolls to ensure compliance with regulatory requirements and company policies.Analyze service delivery data to identify trends, opportunities for improvement, and areas of risk. Collaborate with Customer Retention teams to provide training and coaching on best practices for customer interactions. Monitor customer satisfaction metrics and conduct surveys to gather feedback on service quality. Provide regular reports and recommendations to senior management on service quality trends, improvements, and areas for further focus. Ensure that all customer interactions are handled in a professional, empathetic, and customer-centric manner. Stay up-to-date with changes in regulatory requirements and industry best practices for customer retention and insurance persistency.

Customer Experienc e and Quality P...