Quality Analyst – Insurance

Quality Analyst – Insurance( Life/Term )

Location: Sector 32, Gurugram

Department: Quality / Operations

Experience: 1–2 Years

Employment Type: Full-Time

About the Role

We are looking for an experienced Quality Analyst – Insurance to monitor and audit customer calls, evaluate sales conversations, and ensure compliance with company and insurance industry standards.

The ideal candidate should have prior experience in Quality Analyst/Quality Assurance in the insurance sector, especially in call auditing, call monitoring, and sales process quality.

Key Responsibilities

- Conduct regular call audits of sales executives and evaluate calls as per defined quality parameters.

- Monitor calls for sales quality, customer handling, product accuracy, compliance, and process adherence.

- Identify gaps in communication, product pitching, objection handling, and sales practices.

- Prepare and maintain daily/weekly quality reports and audit MIS.

- Provide constructive feedback and actionable coaching points to sales executives.

- Highlight compliance or process violations and coordinate with the concerned teams for corrective action.

- Track recurring quality issues and identify areas for process improvement.

- Work closely with the Sales, Training, and Operations teams to improve overall call quality and conversion.

- Ensure accurate communication of insurance/term insurance products, premiums, benefits, exclusions, and policy-related information.

- Maintain proper documentation of audit findings and performance trends.

Requirements

- 1–2 years of experience as a Quality Analyst/Quality Executive in the Insurance industry.

- Experience in call auditing/call monitoring is mandatory.

- Prior experience in Life Insurance / Term Insurance / Insurance Sales will be preferred.

- Good knowledge of insurance sales processes and compliance requirements.

- Strong listening, analytical, and communication skills.

- Proficiency in Excel/MIS and quality reporting.

- Ability to identify performance gaps and provide effective feedback.

- Candidates from insurance sales, telesales, call centre/BPO quality teams with relevant QA experience may apply.

Key Skills

Quality Analyst | Quality Assurance | Call Auditing | Call Monitoring | Insurance | Life Insurance | Term Insurance | Sales Quality | Call Quality | Compliance | MIS | Excel | Process Audit | Customer Handling