01Overview
Basic Details: Fill the required information about business, unit, location, position, reports to position and date of Updation of JD Business
Health Insurance
Unit
Aditya Birla Health Insurance Company Ltd
Location
Thane , Mumbai
Poornata Position Number of the job
Reports to: Poornata Position Number
Poornata Position Title of the job
Reports to: Poornata Position Title
Function
Contact Center
Reports to: Function
Contact Centre
Department
Quality Analyst
Reports to: Department
Quality
Designation of the Employee
Quality AM/ Quality DM
Designation of the Manager
DCM
Date of writing/Updation of JD
13-11-23
1) Job Purpose:Monitoring & providing actionable insights, accessing the quality performance of the contact center executives who deal with our existing & potential customer.
2) Dimensions:
Important Parameters for the job:
Monitor inbound and outbound call responses to assess associate's demeanorParticipate in design of call monitoring formats and quality standards.Ensure compliance with the company's quality systemsFamiliarity with CRM Systems
3) Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section About the Health Insurance Industry
The COVID-19 outbreak has impacted the life & businesses of all the individuals globally. The pandemic has increased the need for purchasing health insurance among customers to perceive better medical facilities & healthcare treatments amidst the growing spread of coronavirus. Furthermore, there is rapid growth in hospitalization due to the COVID-19 outbreak. Therefore, health insurance claims have increased tremendously. In addition, the spread of this health crisis across the globe is one of the major reasons behind the increase in health insurance premium as the situation has laid an enormous pressure on the insurance companies in the market.The health insurance industry has changed in terms of offering new products and is growing day by day in terms of generating revenue. Working from home and client interaction on video conferencing has become the new normal for an industry that relies on face-to-face interaction before the COVID-19 pandemic.Pandemic disrupted the entire world and affected many industries. Request Now! The global health insurance market size was valued at $1.98 trillion in 2020, and is projected to reach $4.15 trillion by 2028, growing at a CAGR of 9.7% from 2021 to 2028.About the Aditya Birla Health Insurance Aditya Birla Health Insurance Co. Limited (ABHICL), a part of Aditya Birla Capital Ltd. (ABCL), is a joint venture between Aditya Birla Group and MMI Holdings of South Africa. ABHICL was incorporated in 2015 wherein Aditya Birla Capital Limited (ABCL) and Momentum Metropolitan Strategic Investments (Pty) Limited (Formerly known as MMI Strategic Investments (Pty) Ltd.) hold 51% and 49% shares respectively. ABHICL commenced its operations in October 2016 and is engaged in the business of health insurance. Companys current product portfolio includes unique offerings including chronic care and incentivized wellness. ABHIs unique offering to market includes proposition includes -A Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthyA Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.ABHICLs vision has always been digital. The company has been successful in adopting paper-less approach right from identifying to on-boarding to delivering seamless experience of its customers & employees.ChallengesChanging Customers perception of value proposition - Our CVP such as Incentivized wellness and chronic care management program requires continuous communication and engagement with our customers and distributors. Distribution scale-up: Distribution Readiness: Considering the comprehensiveness of our offerings, Distribution engagement and sales training across channels is required to be more rigorous. Distribution Costs: Third party distribution costs have also been higher than estimated originally which may impact economics due to intense competition in bancassurance segment. Traditional ecosystem The current Health Insurance Industry ecosystem incl. hospitals and diagnostic centers are taking time for being fully oriented to our model. We are addressing this with continued engagement .
