Senior Quality Analyst (Call A · Mumbai

Policybazaar is India's largest online insurance marketplace providing transparent and hassle-free financial solutions to millions of customers.

Key Responsibilities

• Monitor and evaluate inbound and outbound customer calls against standardized quality and compliance metrics.
• Identify process non-adherence, critical errors, and misleading sales practices across advisory teams.
• Conduct structured feedback and one-on-one coaching sessions with sales and customer service advisors.
• Analyze call trends and perform root cause analysis (RCA) to highlight recurring defect patterns.
• Prepare daily, weekly, and monthly quality performance dashboards and reports for leadership.
• Ensure strict adherence to regulatory compliance guidelines mandated by insurance regulatory frameworks.
• Collaborate with the training department to design targeted refresher modules based on audit insights.
• Participate in internal and client calibration sessions to ensure evaluation consistency.
• Recommend actionable process enhancements to improve Customer Satisfaction (CSAT) and First Call Resolution (FCR).
• Audit documentation, CRM entries, and customer disposition accuracy post-call.