Job DescriptionJob Description – Quality Analyst (Health Escalation)
nLocation: Chennai, Tamil Nadu
nIndustry: Health Insurance
nRole: Quality Analyst – Health Escalation
nEmployment Type: Full-Time
nKey Responsibilities
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- Monitor and evaluate customer interactions to ensure adherence to quality standards and company policies.n
- Conduct quality audits for health insurance escalation calls and processes.n
- Identify process gaps and recommend corrective actions to improve service quality.n
- Provide timely and actionable feedback to agents and team leaders.n
- Prepare and maintain quality reports, scorecards, and audit documentation.n
- Track quality metrics and analyze trends to improve overall customer experience.n
- Ensure compliance with internal processes and regulatory guidelines.n
- Collaborate with operations and training teams to drive continuous improvement initiatives.n





nEligibility Criteria
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- Minimum 1 year of experience as a Quality Analyst in Voice/Customer Service/Health Insurance.n
- Experience in Health Insurance Escalation quality auditing is preferred.n
- Strong understanding of quality frameworks and audit methodologies.n
- Excellent analytical and communication skills.n
- Good knowledge of MS Excel and reporting.n
- Mandatory proficiency in Tamil (spoken and written).n
- Ability to work in a rapid-paced environment.n

nPreferred Candidate
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- Immediate joiners or candidates who can join within 1–10 days will be given preference.n
- Strong attention to detail and problem-solving skills.n
- Excellent stakeholder management and coaching abilities.n

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