Insurance Quality Analyst

Role & responsibilities

Job Title:

Job Summary:

Quality Analyst (QA)

Key Responsibilities:

• Monitor and evaluate inbound/outbound customer interactions in the

  insurance voice process

  for compliance, quality, and performance standards.
• Identify communication, process, and compliance gaps and provide actionable feedback to agents.
  
• Ensure adherence to

  insurance regulations

  , internal SOPs, and client-specific quality metrics.
• Conduct

  quality audits

  , maintain scorecards, and share regular performance insights with team leaders and managers.
• Collaborate with Training and Operations teams to support

  agent upskilling

  and process improvement.
• Track common errors and recurring quality issues; suggest preventive/corrective measures.
  
• Participate in

  calibration sessions

  with internal and external stakeholders to align on evaluation standards.
• Maintain accurate quality reports, dashboards, and records as per audit requirements.
  
• Support

  process transitions

  , new hire evaluations, and refresher training programs when required.

Required Skills & Qualifications:

• Graduate in any discipline (Insurance certifications like LOMA, IRDAI License, etc., are a plus).
  

• 2–4 years of experience

  in a BPO environment with at least

  1 year as a Quality Analyst

  .
• Prior experience in an

  insurance-related voice process

  (policy servicing, claims, renewals, sales, etc.).
• Excellent listening, analytical, and communication skills.
  
• Strong understanding of

  call quality parameters

  , customer experience metrics, and compliance requirements in the insurance domain.
• Proficient in

  MS Office

  , quality monitoring tools, and CRM systems.
• Ability to provide

  constructive feedback

  and drive performance improvement.

Preferred Qualifications:

• Experience with

  international insurance processes

  (e.g., US/UK clients).
• Exposure to

  quality frameworks

  like COPC, Six Sigma, or ISO is an added advantage.
• Familiarity with

  call calibration, RCA, and corrective action planning

  .

What We Offer:

• Competitive salary and performance-linked incentives
  
• Opportunity to work with a leading BPO and reputed insurance clients
  
• Professional development and certification support
  
• Dynamic and inclusive workplace culture
  

To Apply:

domestic vs. international process

Preferred candidate profile