Quality Analyst – Health Escalation

Location: Gurgaon

Experience: Minimum 1 Year

Compensation: ₹3 – ₹5 LPA (Based on experience and interview performance)

Employment Type: Full-time

Seniority Level: Executive

Industry: Insurance / Banking / Financial Services

Functional Area: Quality Assurance / Customer Service

Role Overview

Policybazaar is seeking a detail-oriented and analytical Quality Analyst to join the Health Escalation team. The ideal candidate will be responsible for monitoring customer interactions, ensuring compliance with organizational quality standards, identifying improvement opportunities, and providing constructive feedback to enhance overall customer experience and operational excellence.

Key Responsibilities

Monitor and audit Health Escalation calls to ensure adherence to quality standards, regulatory guidelines, and organizational policies.
Evaluate customer interactions using predefined quality scorecards and performance parameters.
Provide timely, actionable feedback and coaching to improve agent performance and service delivery.
Identify recurring quality gaps, process deviations, and improvement opportunities through regular audits.
Prepare and maintain audit reports, quality dashboards, and performance metrics.
Collaborate with Operations and Training teams to implement quality improvement initiatives.
Ensure consistent compliance with internal quality frameworks and industry best practices.

Eligibility Criteria

Minimum 1 year of experience as a Quality Analyst in a BPO, Contact Centre, or Health Insurance process.
Prior experience in Health Escalation or Customer Escalation processes will be preferred.
Strong verbal and written communication skills in Hindi and English.
Excellent analytical, listening, and problem-solving abilities.
Good understanding of quality monitoring methodologies, compliance standards, and call auditing processes.
Proficiency in Microsoft Excel and other Microsoft Office applications.
Ability to thrive in a fast-paced, target-driven environment.

Educational Qualification

Minimum Qualification: Higher Secondary (12th Pass).
Preferred Qualification: Bachelor's Degree in any discipline.

Preferred Candidate Profile

Strong attention to detail with a high level of accuracy.
Ability to deliver constructive feedback and support performance improvement initiatives.
Excellent interpersonal and stakeholder management skills.
Self-motivated, adaptable, and committed to continuous learning and professional growth.

Sr. Quality Analyst (Call Auditor)