Quality Analyst Associate (Calls Audit)

Job Title: Quality Analyst Associate Location: Indore​ Company: PolicyX​ Experience: 1–4 Years​ Website: policyx.com About the Role We are looking for a detail-oriented Quality Analyst to monitor and evaluate customer interactions, ensure compliance with company standards, and improve the overall sales and service quality. The role involves auditing calls, providing feedback, and working closely with sales and support teams to enhance performance and customer experience. Roles and Responsibilities: ■​ Monitor and audit sales and customer service calls/chats/emails ■​ Evaluate interactions as per defined quality parameters and compliance guidelines ■​ Share structured feedback with agents and team leaders ■​ Identify training needs based on recurring errors and performance gaps ■​ Maintain QA scorecards, audit reports, and performance dashboards ■​ Ensure adherence to regulatory and company policies ■​ Conduct calibration sessions with managers and trainers■​ Suggest process improvements to enhance customer satisfaction and conversion quality ■​ Accomplish other responsibilities assigned by management Soft skills: • Knowledge of Insurance, BFSI, or telesales processes preferred • Ability to provide constructive feedback in an assertive manner • Strong written and verbal communication skills • Strong listening, analytical, and documentation skills • Good Excel and reporting skills • Logical thinking and Attention to detail • Ability to manage conflicts • Ability to work with minimal supervision and demonstrate initiative and good • judgment • Versatility and ability to work on multiple projects • Continuous improvement mindset • Personality traits required: • Clear thought process • Ability to clearly articulate • Highly conscientious and diligent • Assertiveness Eligibility Criteria ■​ Graduate in any discipline ■​ 1–4 years of experience in Quality / Audit / Compliance role ■​ Experience in BPO, Insurance, BFSI, or telesales environment preferred Preferred Candidate Profile: • Experience in sales call auditing • Familiar with QA tools, scorecards, and call monitoring systems • Detail-focused with high accuracy • Ability to work with multiple teams and stakeholders Job Type: Full-time Pay: ₹250,000.00 - ₹420,000.00 per year Work Location: In person