Quality Analyst – Call Center Operations

About the role

The Quality Analyst will oversee the monitoring and evaluation of renewal and retention interactions across multiple channels. You will ensure adherence to scripts, documentation standards, and regulatory requirements while driving improvements in persistency and process compliance.

Key responsibilities

• Audit renewal and retention calls, emails, WhatsApp, SMS, and letters using defined QA scorecards.
• Identify and control persistency leakage by tracking missed follow‑ups, tagging errors, and payment link failures.
• Conduct root‑cause analysis on low conversion cohorts and develop corrective action plans.
• Monitor process compliance and regulatory adherence for all renewal communications.
• Provide coaching, feedback, and calibration sessions to improve agent performance.
• Publish daily, weekly and monthly QA and persistency dashboards and maintain MIS trackers.
• Capture Voice of Customer insights and feed them into product improvement loops.
• Support system tickets, UAT for renewal journeys, and automation of sampling or scorecards.

Required profile

• Experience in quality monitoring and evaluation of renewal/retention interactions.
• Ability to conduct root‑cause analysis and implement corrective action plans.
• Familiarity with compliance and regulatory standards for customer communications.
• Strong analytical mindset with a focus on KPI tracking and reporting.

Required skills

What we offer