Sr Quality Analyst (Call Auditor)

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.
• Collaborat...