Insurance Quality Analyst

2 days ago

Navi Mumbai, Maharashtra, India Iccs Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

Job Title: Quality Analyst Voice Process (Insurance Domain)

Location: AURUM Proptek Building , MBP , Mahape , Ghansoli , Navi Mumbai

Job Type: Full-time

Shift: [Day/Night/Rotational specify as needed]

Experience Required: 2–4 years (with at least 1 year in a QA role)

Domain: Insurance (Life, Health, or General)

Reporting To: Quality Manager / Operations Manager

Job Summary:

We are looking for a detail-oriented and process-driven Quality Analyst (QA) to support our voice-based insurance operations. The QA will be responsible for monitoring and evaluating calls to ensure service delivery meets client expectations, regulatory compliance, and internal quality standards. Prior experience in the insurance domain is essential.

Key Responsibilities:

  • Monitor and evaluate inbound/outbound customer interactions in the insurance voice process for compliance, quality, and performance standards.
  • Identify communication, process, and compliance gaps and provide actionable feedback to agents.
  • Ensure adherence to insurance regulations, internal SOPs, and client-specific quality metrics.
  • Conduct quality audits, maintain scorecards, and share regular performance insights with team leaders and managers.
  • Collaborate with Training and Operations teams to support agent upskilling and process improvement.
  • Track common errors and recurring quality issues; suggest preventive/corrective measures.
  • Participate in calibration sessions with internal and external stakeholders to align on evaluation standards.
  • Maintain accurate quality reports, dashboards, and records as per audit requirements.
  • Support process transitions, new hire evaluations, and refresher training programs when required.

Required Skills & Qualifications:

  • Graduate in any discipline (Insurance certifications like LOMA, IRDAI License, etc., are a plus).
  • 2–4 years of experience in a BPO environment with at least 1 year as a Quality Analyst.
  • Prior experience in an insurance-related voice process (policy servicing, claims, renewals, sales, etc.).
  • Excellent listening, analytical, and communication skills.
  • Strong understanding of call quality parameters, customer experience metrics, and compliance requirements in the insurance domain.
  • Proficient in MS Office, quality monitoring tools, and CRM systems.
  • Ability to provide constructive feedback and drive performance improvement.

Preferred Qualifications:

  • Experience with international insurance processes (e.g., US/UK clients).
  • Exposure to quality frameworks like COPC, Six Sigma, or ISO is an added advantage.
  • Familiarity with call calibration, RCA, and corrective action planning.

What We Offer:

  • Competitive salary and performance-linked incentives
  • Opportunity to work with a leading BPO and reputed insurance clients
  • Professional development and certification support
  • Dynamic and inclusive workplace culture

To Apply: Send your resume or apply via

Let me know if you'd like to tailor this for a domestic vs. international process, a specific insurance line, or a particular client segment (e.g., claims, underwriting).

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