Quality Analyst

Quality Analyst Executive

1 - 2 years

3.5-4.25 Lacs P.A.

Gurugram( Sector 32 )

Job description

We are looking for a detail-oriented and analytical Quality Analyst with minimum 1 year of relevant experience in Term Insurance Sales Call Auditing. The candidate will be responsible for monitoring and evaluating sales calls, ensuring adherence to defined quality parameters, sales processes, compliance requirements and customer communication standards.

The ideal candidate should have strong knowledge of Term Insurance, Life Insurance sales processes, call quality monitoring, sales compliance and quality scorecards, along with the ability to identify gaps and provide actionable feedback to improve sales quality and customer experience.

Key Responsibilities

- Conduct regular audits of inbound and outbound Term Insurance sales calls based on defined quality parameters and audit guidelines.

- Evaluate sales calls for process adherence, product knowledge, customer interaction, communication quality and sales pitch effectiveness.

- Ensure agents follow approved sales scripts, call flow, disclosure requirements and compliance guidelines.

- Identify critical and non-critical errors, process deviations and quality gaps during call audits.

- Monitor calls for accuracy of information shared regarding Term Insurance products, policy benefits, eligibility, premium, coverage and exclusions.

- Maintain and update Quality Scorecards, Call Audit Sheets and Quality Reports.

- Provide clear and actionable feedback to Sales Executives and Team Leaders based on audit observations.

- Identify recurring quality gaps and conduct Root Cause Analysis (RCA) to determine areas requiring improvement.

- Track Quality Scores, Error Trends, Compliance Adherence and Process Gaps.

- Coordinate with Sales, Training and Operations teams to improve call quality and process adherence.

- Escalate critical compliance, mis-selling or process-related deviations to the relevant stakeholders.

- Conduct re-audits and calibration exercises to maintain consistency in quality evaluation.

- Prepare daily, weekly and monthly quality reports and share key observations with management.

- Contribute towards Continuous Improvement, Quality Enhancement and Customer Experience initiatives.

Preferred candidate profile

- Experience in Life Insurance / Term Insurance / Insurance Call auditing.

- Prior experience in Sales Call Audit / Quality Monitoring / Quality Assurance.

- Candidates who have audited Term Insurance sales calls will be preferred.

- Experience working with call quality scorecards, audit parameters and compliance checklists will be an advantage.

- Strong understanding of customer handling and consultative sales communication.

Perks and benefits

- Competitive Salary & Performance-Based Incentives

- Career Growth & Internal Promotion Opportunities

- Learning & Development Programs

- Training on Insurance Products & Quality Processes

- Exposure to Sales Quality & Compliance Functions

- Supportive and Collaborative Work Environment

- Recognition & Rewards for Performance

- Employee Engagement Activities

- Structured Performance Review Process

Industry Type: Term/Life Insurance

Department: BFSI, Investments & Trading

Employment Type: Full Time, Permanent

Role Category: Life Insurance

Key Skills

- Term Insurance Quality Analyst

- Quality Audit Call

- Quality Call

- Audit Sales Quality

- Analyst Quality

- Analysis Quality

- Check Call Evaluation Process

- Audit Quality

- Analyst Insurance Quality

- Scorecard Quality Control

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.