Call Quality Analyst

Key Responsibilities

• Monitor and evaluate inbound and outbound customer calls for quality, accuracy, and compliance

• Assess calls based on predefined quality parameters and regulatory guidelines

• Ensure agents provide correct information about life insurance products, policies, and claims

• Identify gaps in communication, process adherence, and soft skills

• Provide constructive feedback and coaching to agents to improve performance

• Prepare and maintain quality scorecards and audit reports

• Track performance trends and highlight training needs

• Conduct call calibrations with operations and training teams

• Ensure adherence to compliance standards, including data privacy and disclosure norms

• Support continuous improvement initiatives to enhance customer satisfaction (CSAT)

Required Skills & Qualifications

• Proven experience in a call centre QA role, preferably in life insurance or BFSI

• Strong understanding of life insurance products

• Knowledge of compliance and regulatory requirements

• Excellent listening, analytical, and evaluation skills

• Strong attention to detail and accuracy

• Good communication skills (verbal and written)

• Ability to provide actionable feedback and coaching.

KPIs / Performance Metrics

• Quality scores and audit accuracy

• Reduction in compliance errors

• Improvement in agent performance post-feedback

• Adherence to audit timelines

Preferred Qualifications

• Prior experience in life insurance sales/support process

• Familiarity with QA tools, CRM systems, and call monitoring software

Work Environment

• Fast-paced call centre environment

• Collaboration with operations, training, and compliance teams

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.