Sr. Quality Analyst (Call Auditor)

Policybazaar.com; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Policybazaar is seeking a Sr. Quality Analyst – Call Auditor to join our Mumbai team. The role focuses on monitoring and auditing customer interactions, ensuring quality standards, and driving continuous improvement in customer experience.

Responsibilities include conducting audits, reporting, and collaborating with Operations and Training to implement improvements, with escalation handling as needed.

Qualifications

• 2+ years of experience as a Quality Analyst or Call Auditor in BPO/insurance/BFSI.
• Marathi language proficiency is mandatory.
• Strong communication skills in Marathi, Hindi and English.

Responsibilities

• Conduct regular audits of customer calls and interactions using defined quality parameters and scorecards.
• Ensure adherence to policies, regulatory requirements, and quality standards.
• Identify quality gaps, deviations, and recurring performance trends.
• Provide feedback to agents and stakeholders in a timely manner.
• Prepare quality reports, dashboards, MIS, and performance analysis.
• Collaborate with Operations and Training to implement corrective actions.
• Conduct calibration sessions for auditing consistency.
• Track quality trends and recommend process improvements.
• Handle escalations related to audit observations and quality scores.

Skills

Quality analysis

Marathi language

MS Excel

Communication

Call auditing

Tools

MS Excel

Job description

Joining: Immediate Joiners Mandatory / Candidates who can join within 10 days

Role Overview

Policybazaar is seeking a detail-oriented and experienced Sr. Quality Analyst – Call Auditor to join our team in Mumbai. The ideal candidate will be responsible for monitoring and auditing customer interactions, ensuring compliance with quality standards, identifying performance gaps, and driving continuous improvement in customer experience and operational excellence.

Key Responsibilities

• Conduct regular audits of customer calls and interactions based on defined quality parameters and scorecards.
• Ensure adherence to organizational policies, regulatory requirements, process guidelines, and quality standards.
• Identify quality gaps, process deviations, compliance issues, and recurring performance trends.
• Provide accurate, timely, and constructive feedback to agents and relevant stakeholders.
• Prepare and maintain quality reports, audit dashboards, MIS, and performance analysis.
• Collaborate with Operations and Training teams to implement corrective and preventive action plans.
• Conduct calibration sessions to ensure consistency and accuracy in the auditing process.
• Track quality trends and recommend process improvements to enhance customer experience.
• Handle escalations related to audit observations and quality scores.

Eligibility Criteria

• Minimum 2+ years of experience as a Quality Analyst / Call Auditor in BPO, Contact Centre, Insurance, Banking, or BFSI.
• Prior experience in call auditing and quality monitoring is mandatory.
• Marathi language proficiency is mandatory.
• Strong communication skills in Marathi, Hindi, and English.
• Good understanding of quality scorecards, call monitoring, compliance, and audit methodologies.
• Strong analytical, listening, and problem-solving skills.
• Proficiency in MS Excel and Microsoft Office.
• Experience in handling quality escalations and stakeholder coordination will be an advantage.

Preferred Candidate Profile

• Strong attention to detail and high accuracy in call auditing.
• Excellent analytical and decision-making abilities.
• Ability to provide constructive feedback and drive performance improvement.
• Strong interpersonal and stakeholder management skills.
• Self-motivated, adaptable, and comfortable working in a fast-paced environment.
• Candidates with Insurance / Health Insurance / BFSI / Customer Service Quality experience will be preferred.