Sr. Quality Analyst – Bengali (Call Auditor)

Policybazaar.com; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

Policybazaar.com is hiring a Quality Analyst for its Health Insurance Sales process in Mumbai. You will monitor customer interactions, conduct call audits, ensure quality and regulatory compliance, and provide actionable feedback to improve sales team performance.

The ideal candidate has 1+ year of QA experience in a BPO/Contact Centre or Insurance, fluent in Marathi and at least one South Indian language such as Kannada, Telugu, Tamil, or Malayalam.

Qualifications

• 1 year of QA experience in a BPO/Contact Centre or Insurance.
• Experience in Health Insurance or Insurance sales preferred.
• Marathi fluency mandatory.
• Fluency in at least one South Indian language (Kannada/Telugu/Tamil/Malayalam) mandatory.
• Strong analytical skills and attention to detail.
• Working knowledge of MS Office, particularly MS Excel.

Responsibilities

• Conduct quality audits of Health Insurance sales calls and evaluate interactions against defined quality parameters.
• Monitor calls for compliance with company policies, processes, and regulatory guidelines.
• Identify quality gaps, process deviations, and areas for improvement.
• Provide constructive feedback and coaching inputs to sales teams.
• Prepare and maintain daily, weekly, and monthly quality reports.
• Analyse quality trends and identify recurring issues impacting sales performance.
• Coordinate with Operations and Training teams to improve agent performance and process quality.
• Ensure accurate documentation and timely completion of quality audits.
• Participate in calibration sessions and maintain consistency in quality evaluation.
• Support continuous improvement initiatives within the sales process.

Skills

Quality analysis

Call auditing

BPO/Contact Centre experience

Tools

MS Excel

MS Office

Job description

Job Title: Quality Analyst – Health Insurance

Employment Type: Full-time | Work from Office

Experience: 1+ Year

Industry: Health Insurance / BPO / Contact Centre

Salary: ₹3–₹5 LPA (Based on Interview Performance)

Role Overview

Policybazaar is hiring a Quality Analyst for its Health Insurance Sales process in Mumbai. The candidate will be responsible for monitoring customer interactions, conducting call audits, ensuring adherence to quality and compliance standards, and providing actionable feedback to improve sales team performance.

The ideal candidate should have prior experience in Quality Analysis, Call Auditing, BPO/Contact Centre, or Insurance processes and must be fluent in Marathi along with at least one South Indian language.

Key Responsibilities

• Conduct quality audits of Health Insurance sales calls and evaluate interactions against defined quality parameters.
• Monitor calls for compliance with company policies, processes, and regulatory guidelines.
• Identify quality gaps, process deviations, and areas for improvement.
• Provide constructive feedback and coaching inputs to sales teams.
• Prepare and maintain daily, weekly, and monthly quality reports.
• Analyse quality trends and identify recurring issues impacting sales performance.
• Coordinate with Operations and Training teams to improve agent performance and process quality.
• Ensure accurate documentation and timely completion of quality audits.
• Participate in calibration sessions and maintain consistency in quality evaluation.
• Support continuous improvement initiatives within the sales process.

Eligibility Criteria

• Minimum 1 year of experience as a Quality Analyst in a BPO, Contact Centre, Insurance, or similar voice process.
• Prior experience in Health Insurance or Insurance Sales will be preferred.
• Fluency in Marathi is mandatory.
• Fluency in at least one South Indian language is mandatory/preferred, such as:
• Kannada
• Telugu
• Tamil
• Malayalam
• Strong analytical skills and attention to detail.
• Good understanding of call auditing and quality parameters.
• Working knowledge of MS Office, particularly MS Excel.

Mandatory Language Requirement

Candidates must be fluent in Marathi and at least one South Indian language (Kannada/Telugu/Tamil/Malayalam).

Candidates who do not meet the required Marathi + South Indian language proficiency will not be considered.