Job Description Section:

Job Title: Quality Analyst

Location: Malad, Mumbai

Responsibilities:-

- High performance delivery on all quality parameters
- Audit chats/email interactions on Product/process, Communication and soft skills parameters
- Conduct audits and feedback for the targeted population with the objective of improving scores for

training throughput or conversion

- Data analysis and making designated reports/decks
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- Communicate to heighten awareness and focus on importance of positive customer experience
- Make recommendations and drive process improvement
- Reduce learning curve and help enhance product/process knowledge of recent joinees
- Ensure that internal policies, procedures, and compliance regulations are being followed
- Customer/Client Interactions by using process knowledge and highlighting key areas to work on
- Prepare TNA,



publish and execute for 100% closure
- Real Time Support (Production/Live Support) on the floor as per the business requirement

Desired Skills:

- Must understand Audit & Coaching process
- Excellent writing and comprehension skills
- Extremely good verbal & written communications skills
- Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
- Effective Presentation, Feedback & Coaching skills
- Hands on experience on MS-Office; preferably on MS-Excel and Power Point
- Customer orientation and Customer Service Attitude
- Effective problem-solving skills and Highly energetic & enthusiastic
- Interpersonal skills and Team work
- Ability to handle/analyse data to generate Quantitative and Qualitative analysis

📌 Quality Analyst (Mumbai)
🏢 PolicyBazaar
📍 Mumbai