Sr Quality Analyst Mumbai (India)

Sr. Quality Analyst Call Auditor Location: Mumbai, Maharashtra Joining: Immediate Joiners Mandatory / Candidates who can join within 10 days Role Overview Policybazaar is seeking a detail-oriented and experienced Sr. Quality Analyst Call Auditor to join our team in Mumbai. The ideal candidate will be responsible for monitoring and auditing customer interactions, ensuring compliance with quality standards, identifying performance gaps, and driving continuous improvement in customer experience and operational excellence. Key Responsibilities Conduct regular audits of customer calls and interactions based on defined quality parameters and scorecards. Ensure adherence to organizational policies, regulatory requirements, process guidelines, and quality standards. Identify quality gaps, process deviations, compliance issues, and recurring performance trends. Provide accurate, timely, and constructive feedback to agents and relevant stakeholders. Prepare and maintain quality reports, audit dashboards, MIS, and performance analysis. Collaborate with Operations and Training teams to implement corrective and preventive action plans. Conduct calibration sessions to ensure consistency and accuracy in the auditing process. Track quality trends and recommend process improvements to enhance customer experience. Handle escalations related to audit observations and quality scores. Eligibility Criteria Minimum 2+ years of experience as a Quality Analyst / Call Auditor in BPO, Contact Centre, Insurance, Banking, or BFSI. Prior experience in call auditing and quality monitoring is mandatory. Marathi language proficiency is mandatory. Solid communication skills in Marathi, Hindi, and English. Valuable understanding of quality scorecards, call monitoring, compliance, and audit methodologies. Solid analytical, listening, and problem-solving skills. Proficiency in MS Excel and Microsoft Office. Experience in handling quality escalations and stakeho .