- Conduct quality audits of customer interactions (calls, emails, chats, and escalations).
- Evaluate agent performance against defined quality parameters and SOPs.
- Identify process gaps and recommend corrective actions.
- Provide constructive feedback and coaching to improve performance.
- Prepare quality reports, dashboards, and performance analysis.
- Monitor compliance with organizational policies and regulatory guidelines.
- Coordinate with Operations and Training teams to drive quality improvements.
- Ensure customer-centric handling of escalations and adherence to service standards.
Eligibility Criteria
- Graduate in any discipline.
- Minimum 1 year of experience as a Quality Analyst in BPO, Insurance, or Customer Service.
- Experience in Health Insurance or Health Escalation will be preferred.
- Strong analytical and auditing skills.
- Good knowledge of MS Excel and reporting.
- Excellent verbal and written communication skills.
- Mandatory proficiency in Malayalam (spoken and written).
- Hindi and English communication skills are required.
- Immediate joiners (1–10 days notice period) will be preferred.