Quality Analyst-Call Centre Operations

Quality Analyst – Call Centre Operations (Life Insurance)

Location: Noida
Department: Training & Quality
Reporting To: Manager – Training & Quality
Experience: 6 months – 2 years
Job Type: Full-time, Permanent

About the Role
We are hiring a detail-oriented Quality Analyst for our life insurance call centre. You will audit inbound and outbound calls, ensure compliance with IRDAI guidelines and approved scripts, and improve agent performance through feedback and coaching.

Key Responsibilities

• Audit inbound and outbound life insurance calls (sales, renewals, persistency, revival, policy servicing) against quality parameters: communication, product knowledge, customer handling, process adherence and accuracy.

• Identify mis-selling risks, incorrect commitments (returns, guarantees, benefits, lock-in, free-look period), and deviations from approved scripts and disclosures.

• Ensure compliance with IRDAI regulations, DNC/TRAI norms, KYC and customer data confidentiality.

• Maintain audit scores, trackers and daily/weekly/monthly quality reports, including agent-wise scores and error trends.

• Provide feedback and coaching to callers; run calibration sessions with Team Leaders, Trainers and Operations Managers.

• Analyse root causes of recurring errors and support refresher training.

• Monitor complaints and escalations and coordinate corrective action.

• Support process improvement to enhance customer satisfaction and compliance.

Eligibility

• Graduate in any discipline (degree or certification in Insurance, Finance or Business Administration is an added advantage).

• 6 months – 2 years in call centre quality assurance.

• Mandatory: prior experience in Life Insurance call centre operations (quality auditing, sales, servicing, renewals or persistency calling). Candidates without life insurance experience, including general/health/motor insurance only or other BFSI, need not apply.

Skills
Life insurance product knowledge (traditional, ULIP, term, annuity), call audit methodology, mis-selling identification, compliance monitoring, MS Excel and MIS reporting, coaching and feedback, strong listening, analytical and communication skills.

KPIs
Audit accuracy and call targets | Reduction in critical errors | Improvement in agent scores post-coaching | Timely, accurate reports | Script and compliance adherence | Reduction in complaints and escalations

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