Quality Analyst-Insurance

About the role

The Quality Analyst – Cross Sell COE is responsible for evaluating service and sales quality across retail banking channels and cross-sell campaigns, with a strong focus on Insurance and other financial products. The role will identify quality and process gaps, improve customer experience, strengthen sales effectiveness, and work closely with Business, Operations, and Training teams to drive measurable improvements.

What you'll do

• Conduct quality evaluations across Cross Sell campaigns based on defined quality, customer experience, sales, and compliance parameters
• Review Insurance sales interactions for adherence to prescribed processes, product communication, customer need identification, disclosures, and overall sales quality
• Track, analyze, and publish quality performance and key observations to relevant stakeholders
• Identify recurring defects, process gaps, customer pain points, and sales opportunities through audit insights and root-cause analysis
• Partner with Business, Operations, and Training teams to improve performance, particularly for bottom-quartile populations

What you need

• Insurance
• Cross-selling
• Reporting
• MIS reporting
• Excel
• Sales
• BBA

Good to have

• Root cause analysis