Sr Quality Analyst (Call Auditor)

Job Description – Quality Analyst (Health Escalation) Location: Chennai, Tamil Nadu Industry: Health Insurance Role: Quality Analyst – Health Escalation Employment Type: Full-Time Key Responsibilities Monitor and evaluate customer interactions to ensure adherence to quality standards and company policies. Conduct quality audits for health insurance escalation calls and processes. Identify process gaps and recommend corrective actions to improve service quality. Provide timely and actionable feedback to agents and team leaders. Prepare and maintain quality reports, scorecards, and audit documentation. Track quality metrics and analyze trends to improve overall customer experience. Ensure compliance with internal processes and regulatory guidelines. Collaborate with operations and training t