Quality Analyst

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.