About The Company

Policybazaar.com is a leading digital insurance marketplace dedicated to simplifying the process of buying and managing insurance policies for customers across India. Established with the vision to provide transparency, convenience, and comprehensive insurance solutions, Policybazaar has revolutionized the way consumers access insurance products. With a strong focus on customer-centricity and technological innovation, the company offers a wide range of insurance options including health, life, motor, and travel insurance, among others.

Policybazaar’s commitment to excellence and continuous improvement has positioned it as a trusted partner in the insurance industry, serving millions of customers nationwide.

About The Role

We are seeking a meticulous and analytical Quality Analyst – Call Auditor to join our team in Chennai. The ideal candidate will play a vital role in maintaining and enhancing the quality of customer interactions by monitoring and auditing calls and other communication channels. Your primary responsibility will be to ensure that customer interactions adhere to established quality standards, compliance requirements, and organizational policies.

By evaluating call quality and providing constructive feedback, you will contribute significantly to improving customer satisfaction, operational efficiency, and overall service excellence.

This role requires a proactive approach to identifying performance gaps, process deviations, and compliance issues. Collaboration with operations and training teams will be essential to implement continuous quality improvement initiatives. The successful candidate will have a keen eye for detail, solid communication skills, and the ability to work effectively in a fast-paced environment.





Immediate joiners or candidates who can join within 10 days are preferred to ensure seamless integration into our team.

Qualifications The ideal candidate should possess a minimum of 1+ year of experience as a Quality Analyst or Call Auditor within a BPO, contact center, insurance, banking, or BFSI environment. Prior experience in call auditing and quality monitoring is mandatory. Proficiency in Tamil and Malayalam languages is essential, with strong communication skills in Tamil, Malayalam, Hindi, and English being advantageous.

The candidate should have a solid understanding of quality monitoring methodologies, scorecards, and process compliance. Technical proficiency in MS Excel and Microsoft Office tools is required to manage reports and data analysis effectively.

Additionally, candidates should demonstrate strong analytical, listening, observation, and problem-solving skills. The ability to work efficiently in a target-driven environment and adapt to changing priorities is crucial. A qualified attitude, attention to detail, and a commitment to continuous learning will be highly valued.

Responsibilities

- Monitor and audit customer calls and interactions based on predefined quality parameters and scorecards to ensure compliance with organizational standards.
- Evaluate calls for adherence to process guidelines, quality standards, compliance requirements, and organizational policies.
- Identify quality gaps, process deviations, compliance issues, and recurring performance trends to facilitate targeted improvements.




- Provide timely, constructive, and actionable feedback to agents to support their performance development.
- Prepare and maintain detailed audit reports, MIS, quality dashboards, and performance metrics for management review.
- Collaborate with Operations and Training teams to design and implement quality improvement initiatives.
- Participate in calibration sessions to ensure consistency and accuracy in call evaluation across the team.
- Track quality trends over time and recommend corrective and preventive actions to enhance service quality.
- Support customer experience and process improvement initiatives through data-driven insights and analysis.
- Ensure ongoing adherence to internal quality frameworks and industry best practices to maintain high standards of service quality.

Benefits Policybazaar offers a competitive salary package along with a comprehensive perks program. Employees will have access to health insurance, paid leave, and performance-based incentives. The company promotes a collaborative and inclusive work environment that encourages professional growth and development. Opportunities for skill enhancement, training programs, and career progression are integral parts of the employee experience. Additionally, Policybazaar values work-life balance and provides a supportive atmosphere to help employees excel in their roles.

Equal Opportunity

Policybazaar is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, gender, age, religion, nationality, disability, or any other protected characteristic. We believe in providing equal employment opportunities to all qualified candidates and promoting a culture of respect, fairness, and opportunity for everyone.

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