Quality Analyst – Term Insurance / Sales Call Audit

Job Summary

We are looking for a Quality Analyst – Term Insurance with 1–2 years of experience in Insurance Sales Call Auditing / Quality Assurance. The candidate will be responsible for monitoring and evaluating inbound and outbound sales calls, ensuring process adherence, sales quality, compliance, product accuracy and customer experience.

The ideal candidate should have hands-on experience in Term Insurance / Life Insurance call audits, quality scorecards, compliance monitoring, RCA and providing actionable feedback to Sales Executives and Team Leaders.

Key Responsibilities

• Conduct regular quality audits of inbound and outbound Term Insurance sales calls.
• Evaluate calls against defined QA parameters, quality scorecards and audit checklists.
• Monitor sales pitch, communication skills, customer handling, product knowledge and process adherence.
• Ensure adherence to approved sales scripts, call flow, disclosures and compliance guidelines.
• Identify critical/non-critical errors, process deviations, mis-selling risks and quality gaps.
• Verify the accuracy of information communicated regarding Term Insurance, premium, coverage, eligibility, benefits, exclusions and policy features.
• Maintain accurate Call Audit Sheets, QA Scorecards, Quality MIS and Audit Reports.
• Provide actionable feedback and coaching inputs to Sales Executives and Team Leaders.
• Track Quality Scores, Error Trends, Compliance Scores, Audit Accuracy and Process Gaps.
• Conduct Root Cause Analysis (RCA) for recurring quality issues and recommend corrective actions.
• Perform re-audits and calibration sessions to maintain consistency and accuracy in quality evaluation.
• Identify and escalate critical compliance issues, mis-selling cases and process violations.
• Coordinate with Sales, Training, Operations and Compliance teams for quality improvement.
• Prepare and share daily, weekly and monthly QA reports / Quality MIS with management.
• Contribute to Continuous Improvement, Sales Quality Enhancement and Customer Experience (CX) initiatives.

Candidate Profile

• 1–2 years of relevant experience in Quality Analyst / Quality Assurance / Call Auditing.
• Prior experience in Life Insurance / Term Insurance / Insurance Sales is preferred.
• Hands-on experience in Term Insurance Sales Call Audit will be highly preferred.
• Strong knowledge of Quality Scorecards, Call Monitoring, Audit Parameters and Compliance Checklists.
• Understanding of sales process, customer handling and consultative sales communication.
• Experience identifying mis-selling, compliance deviations and process gaps.
• Good analytical and observation skills with strong attention to detail.
• Ability to provide constructive feedback and coaching inputs.
• Good communication, reporting and stakeholder coordination skills.
• Working knowledge of MS Excel / Google Sheets, CRM and Quality MIS is preferred.

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