Sr. Quality Analyst (Ernakulam)

Job DescriptionJob Description Quality Analyst (Health Escalation) \nLocation: Kochi, Kerala \nDepartment: Health Insurance Escalation \nRole: Quality Analyst \nEmployment Type: Full-Time \nKey Responsibilities \n - \n - 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 \n - \n - 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 .