Role & responsibilities

1. Quality Monitoring and Evaluation

- Monitor and evaluate chat/voice interactions to ensure compliance with process guidelines, regulatory standards, and customer service benchmarks.
- Audit back-office operations, including claims handling, policy administration, and documentation accuracy.
- Identify process deviations and provide actionable feedback to improve quality.

2. Reporting and Analysis

- Prepare quality reports and dashboards to track performance trends, common errors, and improvement areas.
- Analyse quality data and provide insights to stakeholders for process enhancement.
- Present findings to the Team Leader and Trainer to align on improvement strategies.

3. Process Improvement

- Recommend process enhancements based on quality monitoring insights and feedback.
- Work closely with Team Leaders and Trainers to develop and implement quality improvement plans.
- Contribute to the development of standard operating procedures (SOPs) to optimize workflows.

4. Coaching and Feedback





- Deliver constructive feedback to associates and team leads to bridge performance gaps.
- Conduct individual and group coaching sessions to address quality concerns and share best practices.
- Collaborate with the training team to design quality-focused training programs.

5. Compliance and Standards

- Ensure all monitored interactions and tasks adhere to organizational policies and industry regulations.
- Stay updated on compliance requirements and industry trends to maintain high-quality standards.

Preferred candidate profile

We are seeking a dedicated Quality Analyst (QA) with expertise in home motor insurance processes to evaluate and enhance the quality of chat/voice interactions and back-office operations. The QA will ensure adherence to process standards, compliance guidelines, and customer satisfaction goals while identifying areas of improvement to drive operational excellence.

📌 Quality Analyst- US/UK Home & Motor Insurance (Karnataka)
🏢 ResultsCX
📍 Karnataka