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Sr. Quality Analyst (Sales Call Auditor)Policybazaar.com • Kochi, Kerala, IN
Sr. Quality Analyst (Sales Call Auditor)

Sr. Quality Analyst (Sales Call Auditor)

Policybazaar.com • Kochi, Kerala, IN
22 days ago
Job description
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.
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Sr. Quality Analyst (Sales Call Auditor) • Kochi, Kerala, IN

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