Call Quality Analyst

Job Description

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