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.