Senior Quality Analyst - Benga · Gurugram

Policybazaar is India's leading insurtech platform offering comprehensive insurance comparison and purchase solutions.

Key Responsibilities

• Audit and evaluate regional Bengali sales and support calls for quality parameters and regulatory compliance.
• Ensure that advisors accurately communicate insurance policy terms and conditions to Bengali-speaking customers.
• Identify communication gaps, script deviations, and compliance infractions in regional interactions.
• Deliver constructive feedback and targeted coaching to advisors to elevate call handling quality.
• Maintain and update quality scorecards, discrepancy trackers, and audit databases.
• Conduct regular calibration sessions with team leaders and QA peers to align evaluation benchmarks.
• Highlight quality bottlenecks and suggest remedial training interventions for underperforming agents.
• Analyze customer feedback and call monitoring data to drive improvements in First Contact Resolution.
• Ensure adherence to IRDAI guidelines and internal company ethics standards across all audited interactions.
• Assist team management with ad-hoc reporting and operational quality analyses.