Quality Analyst – Insurance

Role Overview

We are seeking a Quality Analyst specializing in the insurance domain (Life/Term Insurance) to join our team at Sector 32, Gurugram. This full-time position requires an individual with 1 to 2 years of experience in quality assurance, specifically within insurance call auditing and monitoring, to uphold high standards in customer interactions and sales compliance.

Key Responsibilities

• Perform regular audits on sales representatives' calls, assessing them against established quality benchmarks.
• Monitor conversations to ensure excellent sales quality, effective customer handling, precise product knowledge, compliance adherence, and process alignment.
• Detect communication weaknesses, flaws in product pitching, objection management, and sales methodologies.
• Compile comprehensive daily and weekly quality audit reports and maintain Management Information Systems (MIS).
• Deliver constructive feedback and practical coaching suggestions to enhance sales staff performance.
• Flag any violations related to compliance or process, collaborating with relevant departments to implement corrective measures.
• Analyze recurring quality concerns and propose areas for enhancing processes.
• Coordinate with Sales, Training, and Operations teams to elevate call quality and sales conversion rates.
• Ensure that insurance product information including premiums, benefits, exclusions, and policies are communicated accurately.
• Maintain thorough documentation of audit outcomes and performance trends.

Candidate Profile and Requirements

• Minimum 1 to 2 years of experience in a Quality Analyst or Quality Executive role within the insurance sector.
• Mandatory hands-on experience in call auditing and monitoring.
• Preferred background in Life Insurance, Term Insurance, or insurance sales operations.
• Solid understanding of insurance sales workflows and compliance protocols.
• Excellent listening, analytical, and communication capabilities.
• Proficiency in Excel, MIS preparation, and quality reporting.
• Ability to identify performance issues and deliver impactful feedback.
• Open to candidates with experience in insurance sales, telesales, or call center/BPO quality assurance teams.