Journey from Segregated island to- "Esprit de corp & camaraderie" in Organization

I have been associated with easy policy from last three years, I started my journey as Business Acquisition Specialist in EP in 2014. I worked in Sale Dept. I was just came from the college and started working in corporate world, Easy policy as a web aggregator is working in insurance sector in different vertical as Term, Non-term, traditional & Health. I never saw a cross training of the expert in different products before, if someone joined in term vertical, he is working in same vertical, years on years, I have seen example where people, invested 5-6 or more years in doing job in one vertical. People were not really becoming an expert , because, they had only one product knowledge, This is digital era where , customer is getting more and more knowledge from different platform , so the expert should enhance their skills, knowledge base, by gaining the knowledge of different product ,be it, health, term or investment , there productivity will increase so did the business count. But I had always a question in my mind why people are not getting exposure of another products, here expert might be feeling monotonous after 6 months or year so, that they are not doing the productive things, and new learnings , things were becoming the worsen, I did not get this opportunity, to get cross sell product training, I left the organization after 2 years, I worked in different insurance organization ,where was getting knowledge , of all the product , be it health ,ulip traditional or term. Once again I joined easy policy , but this time, not the sale dept, I joined as a quality analyst, I wanted to learn something new , different working culture, new dept, new learnings, I thought , I will utilize my sale skills and experience with my junior experts ,so they can enhance their business count . I had once again started working in term vertical, as QA, auditing the calls of 40+ experts. It was good to go, but after reaching a breakeven point, I once again feeling, monotonous & my journey got struck. I was not liking my work, because doing same task, each day, was becoming monotonous for me. This time some changes happened; new leaders came into organization. They had vision & mission , they had started working from scratch, I saw enormous changes happened in organization, we got opportunity to work under a great leader, who has 20+ years’ experience in different organization, now the work culture drastically got changed, they had hierarchy in system but, you could approach at any level if you had any concern , or if you have any new ideas, they were giving you wings to fly, the first day, I met smriti Maam , I was overwhelmed , because ,she was started talking about machine learning, IOTs, impact of digital media, and the so on, the first impression was extremely impactful for us, we thought, this time we are getting ample opportunity to lean many things, Here I would like to highlight some important points which I learnt from new leader- ? We were working as a segregated small island, term, health or investment, the dept became one, the Quality and process excellence, and now running toward center of excellence. ? We got cross product training, ma’am, has invested 1 complete month to provide us all the cross training of health, term and investment, now we are not mere a call auditor but a real quality analyst. ? I never heard call calibration session before, but here the way, we conducted session, it was really a great experience and, the confidence was on sky high of all the people. Sell expert are getting benefits from these sessions. ? Escalation matrix got reduced day by days, months by months, we are conducting escalation session for all & providing them feedback one on one. ? We all are associated with training team, we are working on different ppts, screencast videos, audio for different products, comic pagers of easy learning for experts, anytime, anywhere they can learn, it became seamless learning for them. ? By getting soft skill training, played very impactful role, it is important for anyone, be it for personal or professional growth. She is always giving one by one feedback to us. ? Ma’am always says, you all are leaders, she is providing us different projects, where we are working together, and getting solution & implementing it on the grassroot level. ? The insurance industry is vast, she is providing the nitty-gritty of this field to us all, by conducting different priceless sessions. ? I always think, how someone can be such a confident, fearless and down to earth leader by reaching such a good position. ? We got training on how to use ppt in organization, email etiquette session and lot more sessions are in pipeline for all. ? We are getting the exposure of the MNCs work culture in the same organization, where people are adopting the good practices. ? Standard operating Procedures (SOPs) for Quality, training, escalation, calibration, etc., was designed by all the Quality champions and trainers. It was really good experience also. Now, we are working as a team, there is no segregation in team, oneness is the motto, and we are striving toward center of excellence. We are one team, all the quality and trainers left no stone unturned, to working hard, to achieving better productivity for organization and increasing the “WOW” experience for our valuable clients. Our journey just begun, there is long way to go! But I can confidently say, days are not far, where Easy policy are becoming one of the excellent brands in insurance sector, we all must work together, by doing great work from each one of us, we can really contribute a lot! Sky's the limit. Change is the law of nature. He I would like to end my words with a quote- "None of us, including me, ever do great things. But we can all do small things, with great love, and together we can do something wonderful." – Mother Teresa