Quality Analyst- Call Audit | Gurugram

Policybazaar; New Delhi, Gurugram District; On-site; INR 450,000 - 650,000; Full time

Job summary

Policybazaar in Delhi is seeking a Quality Analyst/Call Auditor to ensure service quality across customer interactions. You will conduct call audits, evaluate calls against criteria, and provide targeted feedback to agents to raise performance.

You will collaborate with teammates to refine processes, develop calibration materials, and promote ongoing learning and development.

Qualifications

• 2–7 years of experience in QA or call auditing.
• Strong understanding of QC tools such as Call Quality, Call Calibration, Call Monitoring, Quality Audit.
• Excellent communication skills with ability to provide clear feedback.
• Ability to collaborate with team and drive process improvements.

Responsibilities

• Conduct call audits to ensure quality standards are met.
• Evaluate calls based on predefined criteria, providing feedback to agents.
• Collaborate with team to identify areas for excellence and improvements.
• Develop and maintain calibration materials.
• Provide constructive feedback to agents for continuous learning.

Skills

Quality auditing

Call monitoring

Feedback delivery

Analytics

Tools

Call Quality tools

Call Calibration

Call Monitoring

Quality Audit tools

Job description

Roles and Responsibilities

• Conduct call audits to ensure quality standards are met.
  


• Evaluate calls based on predefined criteria, providing feedback to agents for improvement.
  


• Collaborate with team members to identify areas of excellence and implement process improvements.
  


• Develop and maintain calibration materials, ensuring accuracy and relevance.
  


• Provide constructive feedback to agents, promoting continuous learning and development.
  

Desired Candidate Profile

• 2-7 years of experience in a similar role (quality analyst or call auditor).
  


• Strong understanding of QC tools such as Call Quality, Call Calibration, Call Monitoring, Quality Audit, etc.
  


• Excellent communication skills with ability to provide clear feedback effectively.