Job DescriptionJob Description – Quality Analyst (Health Escalation)
nLocation: Kochi, Kerala
nDepartment: Health Insurance – Escalation
nRole: Quality Analyst
nEmployment Type: Full-Time
nKey Responsibilities
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- 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
nEligibility Criteria
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- 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
- Robust analytical and auditing skills.n
- Good 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