Found Description
Job Description – Quality Analyst (Health Escalation)
Location: Kochi, Kerala
Department: Health Insurance – Escalation
Role: Quality Analyst
Employment Type: Full-Time
Key Responsibilities
- Conduct quality audits of customer interactions (calls, emails, chats, and escalations).
- Evaluate agent performance against defined quality parameters and SOPs.
- Identify process gaps and recommend corrective actions.
- Provide constructive feedback and coaching to improve performance.
- Prepare quality reports, dashboards, and performance analysis.
- Monitor compliance with organizational policies and regulatory guidelines.
- Coordinate with Operations and Training teams to drive quality improvements.
- Ensure customer-centric handling of escalations and adherence to service standards.
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