About The Company Policybazaar.com is a leading digital insurance marketplace that empowers consumers to make informed decisions by providing comprehensive comparison tools and expert guidance across a wide range of insurance products. Established with the vision of simplifying insurance shopping, Policybazaar has revolutionized the way customers buy insurance by offering transparency, convenience, and competitive pricing.

With a strong presence across India, the company leverages cutting-edge technology and a customer-centric approach to deliver exceptional service and build lasting relationships. Committed to innovation and excellence, Policybazaar continues to expand its offerings, ensuring that customers receive the best possible solutions tailored to their individual needs.

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 crucial role in maintaining and enhancing the quality of customer interactions.

Responsible for monitoring and auditing calls, the Quality Analyst will ensure compliance with organizational standards, identify performance gaps, and provide actionable feedback to improve overall customer experience. This role requires 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, as this position is vital to our ongoing commitment to quality and operational excellence.

Qualifications

- Minimum 1+ year of experience as a Quality Analyst or Call Auditor in a BPO, Contact Centre, Insurance, Banking, or BFSI environment.




- Prior experience in call auditing and quality monitoring is mandatory.
- Proficiency in Tamil and Malayalam languages is required.
- Strong communication skills in Tamil, Malayalam, Hindi, and English are preferred.
- Excellent analytical, listening, observation, and problem-solving skills.
- Good understanding of quality monitoring methodologies, scorecards, and process compliance.
- Proficiency in MS Excel and Microsoft Office tools.
- Ability to thrive in a target-driven, dynamic work environment.

Responsibilities

- Monitor and audit customer calls and interactions based on established quality parameters and scorecards.
- Evaluate calls for compliance with process guidelines, quality standards, and organizational policies.
- Identify quality gaps, process deviations, and recurring performance issues.
- Provide timely, constructive feedback to agents to support continuous improvement.
- Prepare and maintain detailed audit reports, MIS, quality dashboards, and performance metrics.
- Collaborate with Operations and Training teams to implement quality improvement initiatives.
- Participate in calibration sessions to ensure consistency and accuracy in call evaluations.
- Track quality trends and recommend corrective and preventive actions.




- Support customer experience enhancement and process improvement initiatives through data-driven insights.
- Ensure adherence to internal quality frameworks and industry best practices consistently.

Benefits Policybazaar offers a competitive compensation package along with numerous benefits designed to support our employees’ professional and personal growth. Employees will have access to comprehensive health insurance coverage, including medical and wellness benefits. We provide opportunities for continuous learning and development through training programs and skill enhancement workshops. Our workplace fosters a collaborative and inclusive environment that encourages innovation and recognizes individual contributions. Additionally, employees can benefit from performance-based incentives, flexible work arrangements, and a supportive management team dedicated to career advancement. At Policybazaar, we prioritize employee well-being and aim to create a rewarding work experience for all team members.

Equal Opportunity

Policybazaar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, age, sexual orientation, disability, or any other protected characteristic.

Our hiring practices are designed to promote fairness and ensure that every individual has an equal chance to contribute and succeed within our organization. We believe that a diverse workforce fosters innovation, enhances decision-making, and drives our continued growth and success.

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