Laxmi J

I’m a Quality Assurance, Training, and Customer Service professional with 8+ years of experience in insurance operations, focused on audits, training delivery, and customer experience improvement. I lead quality initiatives that strengthen service quality and performance outcomes.

In my Assistant Manager – Quality & Training role, I managed quality audits for inbound and outbound customer service operations. I monitored quality scores and customer satisfaction metrics, ran call calibration, performed root cause analysis and process reviews, and handled internal/external escalations to ensure timely resolution.

I also mentored and coached team members to improve productivity and service excellence. I built visibility through weekly and monthly performance dashboards for management review, and contributed to the development of the Knowledge Portal and training content.

Earlier in my career, I progressed from Customer Service Executive to Quality Analyst via Internal Job Posting, then to Assistant Manager and Team Coach. I revamped induction training modules to improve effectiveness and productivity, earning recognition as Best Performer multiple times, along with a 100% Attendance Award.