Hiring: Quality Analyst – Health Escalation

Location: Hyderabad, Telangana

Joining: Immediate Joiners Mandatory

Role Overview

We are looking for an experienced Quality Analyst – Health Escalation to monitor, audit, and improve the quality of customer interactions and escalation processes within the Health Insurance business.

The ideal candidate should have experience in Quality Analysis, Voice/Customer Service, Health Insurance, and Escalation Handling, along with strong analytical and communication skills.

Key Responsibilities

- Monitor and evaluate customer interactions against defined quality standards and company policies.
- Conduct quality audits for Health Insurance escalation calls and processes.
- Identify process gaps, quality deviations, and improvement opportunities.
- Provide actionable feedback to agents and Team Leaders.
- Prepare and maintain quality reports, scorecards, MIS, and audit documentation.
- Track quality metrics and analyze trends to improve customer experience.
- Ensure adherence to SOPs, internal processes, and regulatory guidelines.
- Collaborate with Operations and Training teams to drive continuous improvement.




- Support coaching and corrective-action initiatives based on quality observations.

Eligibility Criteria

- Minimum 1 year of experience as a Quality Analyst in Voice, Customer Service, BPO, or Health Insurance.
- Experience in Health Insurance Escalation Quality Auditing will be preferred.
- Strong understanding of quality parameters, audit methodologies, and quality frameworks.
- Good analytical, communication, and problem-solving skills.
- Good knowledge of MS Excel, MIS, and quality reporting.
- Mandatory proficiency in Tamil, Telugu, and Kannada.
- Strong spoken communication skills in all three languages.
- Ability to work in a fast-paced and target-driven environment.

Preferred Candidate Profile

- Immediate joiners are mandatory.
- Candidates who can join immediately or within 1–10 days will be considered.
- Prior experience in the Health Insurance/Insurance industry will be an added advantage.
- Solid attention to detail and quality-focused approach.
- Good stakeholder management and coaching abilities.

📌 Quality Analyst (Hyderabad)
🏢 Policybazaar.com
📍 Hyderabad