Job Description Job Description – Quality Analyst (Health Escalation)
n Location: Kochi, Kerala
n Department: Health Insurance – Escalation
n Role: Quality Analyst
n Employment Type: Full-Time
n Key Responsibilities
n n Conduct quality audits of customer interactions (calls, emails, chats, and escalations).
n Evaluate agent performance against defined quality parameters and SOPs.
n Identify process gaps and recommend corrective actions.
n Provide constructive feedback and coaching to improve performance.
n Prepare quality reports, dashboards, and performance analysis.
n Monitor compliance with organizational policies and regulatory guidelines.
n Coordinate with Operations and Training teams to drive quality improvements.




n Ensure customer-centric handling of escalations and adherence to service standards.
n n Eligibility Criteria
n n Graduate in any discipline.
n Minimum 1 year of experience as a Quality Analyst in BPO, Insurance, or Customer Service.
n Experience in Health Insurance or Health Escalation will be preferred.
n Strong analytical and auditing skills.
n Positive knowledge of MS Excel and reporting.
n Excellent verbal and written communication skills.
n Mandatory proficiency in Malayalam (spoken and written).
n Hindi and English communication skills are required.
n Immediate joiners (1–10 days notice period) will be preferred.
n

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