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 teams to drive continuous improvement initiatives.

Eligibility Criteria

Minimum 1 year of experience as a Quality Analyst in Voice/Customer Service/Health Insurance. Experience in Health Insurance Escalation quality auditing is preferred. Strong understanding of quality frameworks and audit methodologies. Excellent analytical and communication skills. Good knowledge of MS Excel and reporting. Mandatory proficiency in Tamil (spoken and written). Ability to work in a fast-paced environment.

Preferred Candidate

Immediate joiners or candidates who can join within 1–10 days will be given preference. Strong attention to detail and problem-solving skills. Excellent stakeholder management and coaching abilities.