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 Gradua