Quality Analyst

Policybazaar.com; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Policybazaar.com is seeking an experienced Quality Analyst for Health Escalation to monitor and improve the quality of customer interactions within the Health Insurance segment. The role focuses on audits, feedback to agents, and maintaining quality documentation.

The ideal candidate has strong analytical and communication skills, experience in voice process, and knowledge of health insurance escalation processes. Immediate joiners preferred, Hyderabad-based role.

Qualifications

• Minimum 1 year of experience as a Quality Analyst in Voice or Health Insurance.
• Experience in Health Insurance escalation quality auditing preferred.
• Strong knowledge of quality parameters, audit methodologies, and quality frameworks.
• Proficiency in MS Excel and quality reporting.

Responsibilities

• Monitor and evaluate customer interactions against defined quality standards and company policies.
• Conduct quality audits for Health Insurance escalation calls and processes.
• Identify process gaps, quality deviations, and improvement opportunities.
• Provide actionable feedback to agents and Team Leaders.
• Prepare and maintain quality reports, scorecards, MIS, and audit documentation.
• Track quality metrics and analyze trends to improve customer experience.
• Ensure adherence to SOPs, internal processes, and regulatory guidelines.
• Collaborate with Operations and Training teams to drive continuous improvement.
• Support coaching and corrective-action initiatives based on quality observations.

Skills

Quality analysis

Voice/customer service

Health insurance

Escalation handling

Analytical skills

Communication skills

Tools

MS Excel

MIS

Job description

Hiring: Quality Analyst – Health Escalation

Joining:

Immediate Joiners Mandatory

Role Overview

We are looking for an experienced Quality Analyst – Health Escalation to monitor, audit, and improve the quality of customer interactions and escalation processes within the Health Insurance business.

The ideal candidate should have experience in Quality Analysis, Voice/Customer Service, Health Insurance, and Escalation Handling, along with strong analytical and communication skills.

Key Responsibilities

• Monitor and evaluate customer interactions against defined quality standards and company policies.
• Conduct quality audits for Health Insurance escalation calls and processes.
• Identify process gaps, quality deviations, and improvement opportunities.
• Provide actionable feedback to agents and Team Leaders.
• Prepare and maintain quality reports, scorecards, MIS, and audit documentation.
• Track quality metrics and analyze trends to improve customer experience.
• Ensure adherence to SOPs, internal processes, and regulatory guidelines.
• Collaborate with Operations and Training teams to drive continuous improvement.
• Support coaching and corrective-action initiatives based on quality observations.

Eligibility Criteria

• Minimum 1 year of experience as a Quality Analyst in Voice, Customer Service, BPO, or Health Insurance.
• Experience in Health Insurance Escalation Quality Auditing will be preferred.
• Strong understanding of quality parameters, audit methodologies, and quality frameworks.
• Good analytical, communication, and problem-solving skills.
• Good knowledge of MS Excel, MIS, and quality reporting.
• Mandatory proficiency in Tamil, Telugu, and Kannada.
• Strong spoken communication skills in all three languages.
• Ability to work in a fast-paced and target-driven environment.

Preferred Candidate Profile

• Immediate joiners are mandatory.
• Candidates who can join immediately or within 1-10 days will be considered.
• Prior experience in the Health Insurance/Insurance industry will be an added advantage.
• Strong attention to detail and quality-focused approach.
• Good stakeholder management and coaching abilities.