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 110 days will be given preference.
• Strong attention to detail and problem-solving skills.
• Excellent stakeholder management and coaching abilities.