Role & responsibilities
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.
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.
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.
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.
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.

📌 Walk In Quality Analyst Us/uk Home & Motor Insurance Bengaluru
🏢 ResultsCX
📍 Bengaluru