Quality Analyst (Call Auditor)

Quality Analyst: Call Auditor

Location: Chennai, Tamil Nadu

Experience: Minimum 1+ Year

Joining:Immediate Joiners Mandatory / Candidates who can join within 10 days

Role Overview

Policybazaar is seeking a detail-oriented and analytical Quality Analyst – Call Auditor to join our team in Chennai. The ideal candidate will be responsible for monitoring and auditing customer interactions, ensuring adherence to quality and compliance standards, identifying performance gaps, and providing actionable feedback to improve customer experience and operational efficiency.

Key Responsibilities

• Monitor and audit customer calls and interactions based on defined quality parameters and scorecards.
• Evaluate calls for adherence to process guidelines, quality standards, compliance requirements, and organizational policies.
• Identify quality gaps, process deviations, compliance issues, and recurring performance trends.
• Provide timely and constructive feedback to agents to support performance improvement.
• Prepare and maintain audit reports, MIS, quality dashboards, and performance metrics.
• Collaborate with Operations and Training teams to drive quality improvement initiatives.
• Participate in calibration sessions to ensure consistency and accuracy in call evaluation.
• Track quality trends and recommend corrective and preventive actions.
• Support customer experience and process improvement initiatives through data-driven insights.
• Ensure consistent adherence to internal quality frameworks and industry best practices.

Eligibility Criteria

• Minimum 1+ year of experience as a Quality Analyst / Call Auditor in a BPO, Contact Centre, Insurance, Banking, or BFSI environment.
• Prior experience in call auditing and quality monitoring is mandatory.
• Tamil and Malayalam language proficiency is mandatory.
• Strong communication skills in Tamil, Malayalam, Hindi, and English will be preferred.
• Strong analytical, listening, observation, and problem-solving skills.
• Good understanding of quality monitoring methodologies, quality scorecards, call auditing, and process compliance.
• Proficiency in MS Excel and Microsoft Office.
• Ability to work effectively in a fast-paced, target-driven environment.

Preferred Candidate Profile

• Strong attention to detail with a high level of accuracy.
• Ability to identify recurring quality issues and provide actionable feedback.
• Strong interpersonal and stakeholder management skills.
• Good understanding of customer service and call quality standards.
• Self-motivated, adaptable, and committed to continuous learning.
• Candidates with experience in Health Insurance / Insurance / BFSI / Customer Service Quality will be preferred.