01Overview
Job DescriptionJob Description Quality Analyst (Health Escalation)
\nLocation: Kochi, Kerala
\nDepartment: Health Insurance Escalation
\nRole: Quality Analyst
\nEmployment Type: Full-Time
\nKey Responsibilities
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- Conduct quality audits of customer interactions (calls, emails, chats, and escalations).\n
- Evaluate agent performance against defined quality parameters and SOPs.\n
- Identify process gaps and recommend corrective actions.\n
- Provide constructive feedback and coaching to improve performance.\n
- Prepare quality reports, dashboards, and performance analysis.\n
- Monitor compliance with organizational policies and regulatory guidelines.\n
- Coordinate with Operations and Training teams to drive quality improvements.\n
- Ensure customer-centric handling of escalations and adherence to service standards.\n
\nEligibility Criteria
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- Graduate in any discipline.\n
- Minimum 1 year of experience as a Quality Analyst in BPO, Insurance, or Customer Service.\n
- Experience in Health Insurance or Health Escalation will be preferred.\n
- Robust analytical and auditing skills.\n
- Good knowledge of MS Excel and reporting.\n
- Excellent verbal and written communication skills.\n
- Mandatory proficiency in Malayalam (spoken and written).\n
- Hindi and English communication skills are required.\n
- Immediate joiners (110 days notice period) will be preferred.\n .
