Quality Analyst - Thane G Corp

Role Overview

Aditya Birla Capital is hiring a Quality Analyst for its Thane G Corp location in Maharashtra. The role focuses on monitoring renewal and retention conversations, identifying reasons for persistency leakage, strengthening process adherence, and improving customer experience through structured quality checks, analysis, and coaching.

Key Responsibilities

• Review renewal and retention interactions across calls, emails, WhatsApp, SMS, and letters to assess quality and compliance.
• Check whether agents follow call scripts, documentation standards, and the defined renewal workflow.
• Score interactions using the approved QA scorecards and maintain consistency in evaluation.
• Spot lapse trends by product, channel, and tenure segment, and identify cases where follow-ups were missed, tags were incorrect, due dates were wrong, payment links failed, or customer contact details were inaccurate.
• Flag customer groups that are likely to lapse so action can be taken early.
• Conduct root cause analysis on lapses, weak conversion cohorts, failed renewals, and revival drop-offs.
• Classify issues as customer-related, process-related, system-related, or agent-related, and recommend corrective actions.
• Track implementation of corrective and preventive actions and measure repeat issue reduction.
• Ensure renewal communication follows compliance requirements, including opt-in/opt-out rules, language usage, disclosures, and grievance handling.
• Monitor adherence to SOPs for payment collection, follow-up cadence, and documentation practices.
• Provide actionable feedback to callers, retention teams, and supervisors to improve performance.
• Run calibration sessions to align scoring standards across auditors and stakeholders.
• Create focused training inputs around top defects such as objection handling, payment guidance, and value communication.
• Prepare daily, weekly, and monthly MIS dashboards covering QA and persistency insights.
• Track performance by team, channel, cohort, and vintage while maintaining QA trackers and action logs.
• Capture customer objections and reasons for non-renewal, then analyze complaint patterns linked to renewals.
• Share insights that support product, service, and journey improvements.
• Raise system tickets for workflow gaps such as incorrect due-date triggers, SMS failures, and broken payment links.
• Support UAT for renewal journeys and QA tools, and assist with automation of sampling or scorecards where possible.
• Design a fair sampling approach using both risk-based and random sampling methods.
• Maintain an audit trail of evaluations and evidence, and conduct inter-rater reliability checks.

Performance Measures

The role is expected to contribute to metrics such as QA coverage, average QA score, auditor variance, fatal error rate, leakage cases identified, actionable leakage percentage, closure rate, reduction in avoidable lapses, RCA turnaround time, CAPA implementation rate, compliance deviations, audit observations, coaching completion, score improvement after coaching, calibration agreement, MIS timeliness, dashboard accuracy, stakeholder adoption, recurring insight rate, complaint trend reduction, closure turnaround time, and automation impact.

Additional Information

This is a full-time, onsite position based in Maharashtra, India. No salary, number of openings, eligibility details, or specific education requirement were provided in the source.