At HDFC ERGO General Insurance, I listen to and review agent calls, give feedback on service quality and process adherence, and take part in calibration discussions.
I handle a team of agents and deliver process training. I also maintain quality and service data in Excel and prepare daily MIS reports and follow-up trackers.
I handle customer grievances and complaints through escalation, root-cause follow-up, and closure, coordinating with underwriting, claims, and operations. I use ChatGPT and Claude to support drafting, documentation, and research.
