Quality Analyst

Policybazaar; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

Policybazaar in Hyderabad seeks a quality assurance professional to monitor and evaluate customer interactions and drive calibration sessions. You will provide structured feedback and coaching to agents to uphold service standards.

The role requires 1+ year in QA, strong analytical ability, and proficiency in MS Excel and Word, with regional language proficiency mandatory. Graduation is preferred, and you will identify performance gaps and suggest improvements to enhance the customer experience.

Qualifications

• 1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations.
• Hands-on experience in call monitoring, auditing, and calibration.
• Strong analytical skills and attention to detail.
• Excellent verbal and written communication skills.
• Good knowledge of QA methodologies and tools.
• Proficiency in MS Excel and Word.
• Regional language proficiency is mandatory.
• Graduation preferred.

Responsibilities

• Monitor and evaluate inbound & outbound customer interactions
• Conduct call audits and calibration sessions
• Provide structured feedback and coaching to agents
• Ensure adherence to quality, compliance, and process standards
• Prepare quality reports, scorecards, and performance analysis
• Identify performance gaps and recommend process improvements
• Drive quality initiatives to enhance customer experience

Skills

Analytical skills

Attention to detail

Verbal communication

Written communication

Regional language proficiency

Education

Graduation preferred

Tools

MS Excel

MS Word

Job description

Key Responsibilities:

• Monitor and evaluate inbound & outbound customer interactions
• Conduct call audits and calibration sessions
• Provide structured feedback and coaching to agents
• Ensure adherence to quality, compliance, and process standards
• Prepare quality reports, scorecards, and performance analysis
• Identify performance gaps and recommend process improvements
• Drive quality initiatives to enhance customer experience

Requirements:

• 1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations
• Hands-on experience in call monitoring, auditing, and calibration
• Strong analytical skills and attention to detail
• Excellent verbal and written communication skills
• Good knowledge of QA methodologies and tools
• Proficiency in MS Excel and Word
• Regional language proficiency is mandatory
• Graduation preferred