Job Description – Quality Analyst (Health Escalation)
Location: Chennai, Tamil Nadu
Industry: Health Insurance
Role: Quality Analyst – Health Escalation
Employment Type: Full-Time
Key Responsibilities
- Monitor and evaluate customer interactions to ensure adherence to quality standards and company policies.
- Conduct quality audits for health insurance escalation calls and processes.
- Identify process gaps and recommend corrective actions to improve service quality.
- Provide timely and actionable feedback to agents and team leaders.
- Prepare and maintain quality reports, scorecards, and audit documentation.
- Track quality metrics and analyze trends to improve overall customer experience.
- Ensure compliance with internal processes and regulatory guidelines.
- Collaborate with operations and training teams to drive continuous improvement initiatives.
Eligibility Criteria
- Minimum 1 year of experience as a Quality Analyst in Voice/Customer Service/Health Insurance.
- Experience in Health Insurance Escalation quality auditing is preferred.
- Strong understanding of quality frameworks and audit methodologies.
- Excellent analytical and communication skills.
- Good knowledge of MS Excel and reporting.
- Mandatory proficiency in Tamil (spoken and written).
- Ability to work in a fast-paced environment.
Preferred Candidate
- Immediate joiners or candidates who can join within 1–10 days will be given preference.
- Strong attention to detail and problem-solving skills.
- Excellent stakeholder management and coaching abilities.
