Posted 12 June, 2026
Head Quality and Training Head
VARITE INDIA PRIVATE LIMITED
Mumbai, Maharashtra, IN
Full Time
Reference: 26-33435-2522-2
Company Name: VARITE India Private Limited
About The Client:
Client is a life insurance company in India. The firm offers life insurance products targeted at individuals and groups, catering to four distinct segments: protection, children, retirement and investment plans.
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral:
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.
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About The Client:
Client is a life insurance company in India. The firm offers life insurance products targeted at individuals and groups, catering to four distinct segments: protection, children, retirement and investment plans.
Essential Job Functions:
Quality Framework & Governance
- Build and implement a standardized quality scorecard for:
- Renewals calling
- Define parameters covering FTR, pitch quality, compliance, and conversion effectiveness
- Conduct regular QA audits across CCE teams and supervisors
- Drive closure of quality gaps through structured feedback loops
- FTR (First Time Resolution) Improvement
- Define and track FTR metrics across campaigns (renewals, retention, ECS, servicing)
- Identify repeat call drivers and reduce dependency on multiple follow-ups
- Improve effectiveness of first interaction → payment / retention outcome
- Partner with operations to redesign scripts and call flows
- Renewal & Retention Quality Enhancement
- Improve conversion quality (not just volume) across:
- Surrender retention / objection handling
- Standardize best-in-class pitches for:
- High-value customers
- Ensure alignment between quality score and business outcomes
- Training Strategy & Execution
- Design and implement structured training programs for:
- New CCE onboarding
- Advanced retention and sales skills
- Conduct need-based refresher training based on QA findings
- Build certification programs for CCEs and supervisors
- Enable supervisors as first-level coaches for CCE performance
- Conduct calibration sessions to align QA scoring and feedback
- Create targeted coaching plans for low performers
- Integrate quality metrics into KPI framework for:
- CCEs (conversion quality, FTR, compliance)
- Supervisors (team quality scores)
- Track impact of training on productivity metrics via structured reviews
- Participate in daily / weekly operational governance rhythm
- Process & Script Optimization
- Continuously refine call scripts based on:
- Conversion insights
- QA findings
- Standardize communication for renewals, ECS pitching, and retention
- Interfaces – Internal
- Branch – CCE/ BSM/ Zonal heads / internal process owners / Product team
- Interfaces - External
Qualifications:
Key Performance Indicators
- Conversion Rate (%) – Renewals & Retention
- % New employees meeting targets.
- % Low performers improving post interventions
- Quality Score (%) – QA audits
- Surrender Retention Success Rate (%)
- FTR (%) – First Call Resolution for POS services
- People Leadership & Team Management
- Data Interpretation & Performance Management
- Stakeholder Management
- Process Orientation & Compliance
- MBA
- Graduate / Postgraduate (MBA preferred)
- 10–15 years in Life Insurance / BFSI, with exposure to:
- Renewals / Retention operations
- Quality (QA frameworks) and Training
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral:
| 0-2 years | INR 5,000 |
| 2-6 years | INR 7,500 |
| 6+ years | INR 10,000 |
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.
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