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