Senior Quality Analyst

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

Job summary

Policybazaar is seeking a Sr. Quality Analyst to monitor and evaluate customer interactions within the Sales Call Auditing team. You will ensure adherence to quality standards, provide actionable feedback to agents, and maintain quality scorecards and audit reports.

The role requires 1-4 years of experience in a contact center/BPO environment, strong QA knowledge, and proficiency in MS Excel. You will collaborate with training teams and stakeholders to drive improvements and compliance.

Qualifications

• Knowledge of QA methodologies and call auditing.

Responsibilities

• Monitor and audit customer service and sales calls as per defined quality parameters.

Skills

Quality assurance

Communication

Analytical skills

Call auditing

Reporting

Attention to detail

Fast-paced

Education

Graduate in any discipline

Tools

MS Excel

Job description

Job Title: Sr. Quality Analyst

Location: Bhubaneswar

Department: Sales Call Auditing

Experience: 1-4 Years

Job Summary

We are looking for a Call Quality Analyst to monitor and evaluate customer interactions, ensure compliance with quality standards, identify improvement opportunities, and provide actionable feedback to enhance customer experience and business performance.

Key Responsibilities

• Monitor and audit customer service and sales calls as per defined quality parameters.
• Evaluate calls for compliance, process adherence, soft skills, and customer handling.
• Provide timely and constructive feedback to agents and team leaders.
• Maintain quality scorecards and prepare audit reports.
• Identify recurring issues, process gaps, and training needs.
• Conduct calibration sessions with stakeholders to ensure scoring consistency.
• Track quality trends and recommend process improvements.
• Support training teams by sharing quality insights and coaching requirements.
• Ensure adherence to regulatory and company compliance standards.

Required Skills

• Strong understanding of Quality Assurance methodologies.
• Excellent communication and analytical skills.
• Knowledge of call auditing, feedback, and coaching techniques.
• Proficiency in MS Excel and reporting.
• Attention to detail and problem-solving ability.
• Ability to work in a fast-paced contact center environment.

Preferred Qualifications

• Graduate in any discipline.
• Experience in BPO, customer service, sales, or insurance processes preferred.
• Knowledge of quality tools, root cause analysis, and performance improvement techniques.