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Policybazaar.com
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Quality Analyst

Quality Analyst

Policybazaar.com

1 - 2 years

0 Lacs

Gurugram Haryana India

Posted:12 hours ago| Platform:

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Skills Required

audit chat communication coaching training analyze data reports calibration scoring drive support compliance learning analysis auditing grammar excel

Work Mode

On-site

Job Type

Full Time

Job Description

📌 Job Title:

📍 Location:

🕔 Working Days:

We’re hiring a Quality Analyst to join our team in Gurgaon!

If you’re passionate about enhancing customer experience, driving process excellence, and turning insights into action, this role is for you.

Key Responsibilities

Deliver high performance across all quality parameters
Audit chat/email interactions for product, process, communication, and soft skills
Provide feedback and coaching to improve training throughput/conversion
Analyze data and create reports/decks to track progress and improvements
Participate in calibration sessions to ensure scoring consistency
Drive customer-centric initiatives and process improvement
Prepare, publish, and execute TNA plans to ensure 100% closure
Provide real-time production/live support on the floor as needed
Ensure adherence to internal compliance and quality standards
Collaborate with teams to reduce learning curve and upskill new joiners

Desired Skills & Experience

1.5 to 2.5 years of experience in Quality Analysis (BPO/Customer Support)
Strong grasp of auditing and coaching practices
Excellent written and verbal communication skills
Strong grammar, sentence construction, and comprehension skills
Effective in feedback delivery and presentation
Proficient in MS Excel and PowerPoint
Analytical mindset with the ability to derive insights from data
Highly energetic, customer-oriented, and a team player

Ready to join us?

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