Job Description – Quality Analyst (Health Escalation)Position
Quality Analyst – Health Escalation
Location: Gurgaon
Experience: Required
Minimum: 1 year of relevant experience
Compensation: ₹3 – ₹5 LPA (Based on experience and interview performance)
Role Summary
Policybazaar is seeking a detail-oriented Quality Analyst for its Health Escalation process. The selected candidate will be responsible for monitoring and evaluating customer interactions, ensuring adherence to quality and compliance standards, and providing actionable feedback to improve overall service quality and customer experience.
Key Responsibilities
- Monitor and audit Health Escalation calls to ensure compliance with quality standards and organizational policies.
- Evaluate customer interactions using predefined quality parameters and scorecards.
- Provide timely feedback and coaching to improve agent performance and service delivery.
- Identify quality gaps, recurring trends, and recommend process improvement initiatives.
- Prepare and maintain audit reports, quality dashboards, and performance records.
- Ensure adherence to regulatory guidelines and internal quality frameworks.
- Collaborate with Operations and Training teams to drive continuous quality improvement.
Eligibility Criteria
- Minimum 1 year of experience as a Quality Analyst in a BPO, Contact Centre, or Health Insurance process.
- Prior experience in handling Health Escalation or Customer Escalation processes will be preferred.
- Strong verbal and written communication skills.
- Excellent analytical, listening, and problem-solving abilities.
- Good understanding of quality monitoring methodologies, compliance standards, and call auditing.
- Proficiency in Microsoft Excel and other MS Office applications.
- Ability to work effectively in a fast-paced and performance-driven environment.
Educational Qualification
- Minimum: Higher Secondary (12th Pass)
- Preferred: Bachelor's Degree in any discipline
Preferred Candidate Profile
- Strong attention to detail and quality orientation.
- Ability to deliver constructive feedback and support performance improvement initiatives.
- Effective interpersonal and stakeholder management skills.
- Self-motivated, adaptable, and committed to continuous learning.
