in Mumbai. The candidate will be responsible for monitoring customer interactions, conducting call audits, ensuring adherence to quality and compliance standards, and providing actionable feedback to improve sales team performance.
The ideal candidate should have prior experience in Quality Analysis, Call Auditing, BPO/Contact Centre, or Insurance processes and must be fluent in Marathi along with at least one South Indian language.
Key Responsibilities Conduct quality audits of
Health Insurance sales calls
and evaluate interactions against defined quality parameters. Monitor calls for compliance with company policies, processes, and regulatory guidelines. Identify quality gaps, process deviations, and areas for improvement. Provide constructive feedback and coaching inputs to sales teams. Prepare and maintain daily, weekly, and monthly quality reports.
Analyse quality trends and identify recurring issues impacting sales performance. Coordinate with Operations and Training teams to improve agent performance and process quality. Ensure accurate documentation and timely completion of quality audits. Participate in calibration sessions and maintain consistency in quality evaluation. Support continuous improvement initiatives within the sales process.
Eligibility Criteria Minimum 1 year of experience as a Quality Analyst in a BPO, Contact Centre, Insurance, or similar voice process. Prior experience in Health Insurance or Insurance Sales will be preferred. Fluency in Marathi is mandatory. Fluency in at least one South Indian language is mandatory/preferred, such as: Kannada Telugu Tamil Malayalam Good communication skills in Hindi and/or English. Strong analytical skills and attention to detail. Valuable understanding of call auditing and quality parameters. Working knowledge of MS Office, particularly MS Excel.
Mandatory Language Requirement Candidates must be fluent in Marathi and at least one South Indian language (Kannada/Telugu/Tamil/Malayalam).