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.
Strong attention to detail and quality-focused approach.
Good stakeholder management and coaching abilities.