Sr. quality analyst (sales call auditor)

Job Description – Quality Analyst (Health Escalation)

Location: Kochi, Kerala

Department: Health Insurance – Escalation

Role: Quality Analyst

Employment Type: Full-Time

Key Responsibilities

Conduct quality audits of customer interactions (calls, emails, chats, and escalations). Evaluate agent performance against defined quality parameters and SOPs. Identify process gaps and recommend corrective actions. Provide constructive feedback and coaching to improve performance. Prepare quality reports, dashboards, and performance analysis. Monitor compliance with organizational policies and regulatory guidelines. Coordinate with Operations and Training teams to drive quality improvements. Ensure customer-centric handling of escalations and adherence to service standards.

Eligibility Criteria

Graduate in any discipline. Minimum 1 year of experience as a Quality Analyst in BPO, Insurance, or Customer Service. Experience in Health Insurance or Health Escalation will be preferred. Strong analytical and auditing skills. Good knowledge of MS Excel and reporting. Excellent verbal and written communication skills. Mandatory proficiency in Malayalam (spoken and written). Hindi and English communication skills are required. Immediate joiners (1–10 days notice period) will be preferred.