Call Quality Analyst -Trainer Insurance

Job Description: Quality Analyst cum Trainer Insurance Process

Role: Quality Analyst cum Trainer

Process: Insurance

Experience: Minimum 2 years as Quality Analyst and/or Trainer

Shift: 9 hours per day

Working Days: 6 days a week

Offs: Rotational

Role Summary

We are looking for an experienced Quality Analyst cum Trainer with a strong insurance background to manage quality compliance and training delivery for our insurance process. The role involves monitoring agent performance, ensuring regulatory compliance, and conducting product and process training to drive consistent quality outcomes.

Key Responsibilities

Quality & Compliance

• Conduct regular call audits and quality evaluations as per insurance QA standards
• Ensure adherence to regulatory and compliance guidelines applicable to insurance processes
• Share detailed feedback with agents and Team Leaders to improve performance
• Prepare and maintain quality reports, dashboards, and compliance trackers
• Identify process gaps, risk areas, and improvement opportunities

Training & Development

• Deliver new-hire and refresher training on insurance products and processes
• Conduct training on sachet insurance products , sales scripts, and compliance
• Support agents with certification, mock calls, and role plays
• Create and update training content, SOPs, and assessment materials
• Provide ongoing coaching based on quality findings

Required Skills & Qualifications

• Minimum 2 years of experience as a Quality Analyst and/or Trainer in an insurance process
• Strong knowledge of insurance products , especially sachet / micro-insurance products
• Excellent understanding of QA frameworks, compliance, and regulatory norms
• Experience in call monitoring, calibration, and feedback delivery
• Good communication, presentation, and coaching skills
• Proficient in MIS reporting and data analysis

Preferred Candidate Profile

• Prior experience in BPO / Contact Center insurance processes
• Hands-on experience in both quality and training roles
• Ability to manage multiple responsibilities independently
• Detail-oriented with a strong focus on compliance and accuracy

Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.