Job Summary We are looking for a Quality Analyst – Term Insurance with 1–2 years of experience in Insurance Sales Call Auditing / Quality Assurance . The candidate will be responsible for monitoring and evaluating inbound and outbound sales calls, ensuring process adherence, sales quality, compliance, product accuracy and customer experience . The ideal candidate should have hands-on experience in Term Insurance / Life Insurance call audits , quality scorecards, compliance monitoring, RCA and providing actionable feedback to Sales Executives and Team Leaders.

Key Responsibilities Conduct regular quality audits of inbound and outbound Term Insurance sales calls . Evaluate calls against defined QA parameters, quality scorecards and audit checklists . Monitor sales pitch, communication skills, customer handling, product knowledge and process adherence .

Ensure adherence to approved sales scripts, call flow, disclosures and compliance guidelines . Identify critical/non-critical errors, process deviations, mis-selling risks and quality gaps . Verify the accuracy of information communicated regarding Term Insurance, premium, coverage, eligibility, benefits, exclusions and policy features .

Maintain accurate Call Audit Sheets, QA Scorecards, Quality MIS and Audit Reports . Provide actionable feedback and coaching inputs to Sales Executives and Team Leaders.

Track Quality

Scores, Error Trends, Compliance Scores, Audit Accuracy and Process Gaps .

Conduct Root Cause

Analysis (RCA) for recurring quality issues and recommend corrective actions. Perform re-audits and calibration sessions to maintain consistency and accuracy in quality evaluation.



Identify and escalate critical compliance issues, mis-selling cases and process violations .

Coordinate with Sales, Training, Operations and Compliance teams for quality improvement. Prepare and share daily, weekly and monthly QA reports / Quality MIS with management. Contribute to Continuous Improvement, Sales Quality Enhancement and Customer Experience (CX) initiatives.

Candidate

Profile 1–2 years of relevant experience in Quality Analyst / Quality Assurance / Call Auditing. Prior experience in Life Insurance / Term Insurance / Insurance Sales is preferred. Hands-on experience in Term Insurance Sales Call Audit will be highly preferred. Strong knowledge of Quality Scorecards, Call Monitoring, Audit Parameters and Compliance Checklists . Understanding of sales process, customer handling and consultative sales communication .

Experience identifying mis-selling, compliance deviations and process gaps . Good analytical and observation skills with strong attention to detail. Ability to provide constructive feedback and coaching inputs . Good communication, reporting and stakeholder coordination skills. Working knowledge of MS Excel / Google Sheets, CRM and Quality MIS is preferred.

Perks and benefits Competitive Salary &

- Performance-Based Incentives Growth opportunities &
- Internal Promotion Opportunities Learning &
- Development Programs Training on Insurance Products &
- Quality Processes Exposure to Sales Quality &
- Compliance Functions Supportive and Collaborative Work Environment Recognition &
- Rewards for Performance Employee Engagement Activities Structured Performance Review Process

📌 Quality Analyst – Term Insurance / Sales Call Audit (Gurugram)
🏢 AH Dream Service Private
📍 Gurugram