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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 workplace. Preferred Candidate - Immediate joiners or candidates who can join within 110 days will be given preference. - Strong attention to detail and problem-solving skills. - Excellent stakeholder management and coaching abilities. .