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Yogesh Aggarwal

Senior Quality Analyst at POLICYBAZAAR INSURANCE BROKING PRIVATE LIMITED

Gurugram

3+ years of work experience

POLICYBAZAAR INSURANCE BROKING PRIVATE LIMITED
- NowPresent

Policybazaar Pvt Ltd
Dec 20248 mosJul 2025

As a Sr. Quality Analyst at Policy Bazaar, My role is auditing inbound and outbound calls as well as chat audits from customers. My primary focus was to ensure that customer queries were handled efficiently, accurately, and satisfactorily to ensure no miss-selling and leads were converted into bookings. Conducting Dip checks to identify the efficacy of updates cascaded on the floor. Sharing insight based on audits to ensure best practices and area of Improvements. Examined performance trends in voice and non-voice channels by leveraging data from quality audits and feedback. Recognized process gaps, implemented corrective actions, and optimized quality metrics to maintain high standards and drive continuous improvement. Provided timely feedback to agents for real-time improvements. Implemented BQ Management strategies to improve conversion rates and enhance performance. Contributed to the development of training programs targeting performance gaps, enhancing agent skills, and boosting quality scores. Conducted sessions for agents to discuss on improvements and opportunities. Conducted comprehensive quality parameters sessions for new hire trainees, equipping them with essential knowledge and standards to ensure consistency and excellence in their roles. Conduct regular internal calibration sessions to ensure all Quality Assurance team members are aligned and have a unified understanding.
Bill Gosling Outsourcing
Jul 20222 yrs 4 mosOct 2024

As a Quality Analyst at Bill Gosling Outsourcing, My role was auditing inbound and outbound calls from customers means reviewing and assessing the quality and effectiveness of the calls that my team handles. My primary focus was to ensure that customer queries are handled efficiently, accurately and in a satisfactory manner. Identify relevant quality-related training needs and deliver refresher training. Actively involved in Project to improve the accuracy of complaints raised by the agents. Ensured assigned reports are accurate and sent as per the defined timeline. Conduct certification audits for new hire trainees. Coordinating with clients for new updates. Implemented and monitored functionality, reliability, performance, and quality of the service Contributed to continuous improvement activity within the team and organization Worked on BQ Management to make sure agents did not received any PIP for performance issues.
Dhani private limited
May 20211 yr 1 moMay 2022

Handling inbound and outbound customer service and sales calls. Contributed to achieving the team goals with good sales and customer service skills by meeting individual targets on regular basis. Document knowledge in the form of solution articles.

Education

CBLU Property Solutions

Bachelor of Commerce

CBLU Property Solutions

12th

Vaish Girls Sr. Sec. School

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Headline

Senior Quality Analyst at POLICYBAZAAR INSURANCE BROKING PRIVATE LIMITED

Location

Gurugram

Work experience

Senior Quality Analyst at POLICYBAZAAR INSURANCE BROKING PRIVATE LIMITED

Senior Quality Analyst at Policybazaar Pvt Ltd, Dec 2024 - Jul 2025 · 8 mos, As a Sr. Quality Analyst at Policy Bazaar, My role is auditing inbound and outbound calls as well as chat audits from customers. My primary focus was to ensure that customer queries were handled efficiently, accurately, and satisfactorily to ensure no miss-selling and leads were converted into bookings. Conducting Dip checks to identify the efficacy of updates cascaded on the floor. Sharing insight based on audits to ensure best practices and area of Improvements. Examined performance trends in voice and non-voice channels by leveraging data from quality audits and feedback. Recognized process gaps, implemented corrective actions, and optimized quality metrics to maintain high standards and drive continuous improvement. Provided timely feedback to agents for real-time improvements. Implemented BQ Management strategies to improve conversion rates and enhance performance. Contributed to the development of training programs targeting performance gaps, enhancing agent skills, and boosting quality scores. Conducted sessions for agents to discuss on improvements and opportunities. Conducted comprehensive quality parameters sessions for new hire trainees, equipping them with essential knowledge and standards to ensure consistency and excellence in their roles. Conduct regular internal calibration sessions to ensure all Quality Assurance team members are aligned and have a unified understanding.

Quality Analyst at Bill Gosling Outsourcing, Jul 2022 - Oct 2024 · 2 yrs 4 mos, As a Quality Analyst at Bill Gosling Outsourcing, My role was auditing inbound and outbound calls from customers means reviewing and assessing the quality and effectiveness of the calls that my team handles. My primary focus was to ensure that customer queries are handled efficiently, accurately and in a satisfactory manner. Identify relevant quality-related training needs and deliver refresher training. Actively involved in Project to improve the accuracy of complaints raised by the agents. Ensured assigned reports are accurate and sent as per the defined timeline. Conduct certification audits for new hire trainees. Coordinating with clients for new updates. Implemented and monitored functionality, reliability, performance, and quality of the service Contributed to continuous improvement activity within the team and organization Worked on BQ Management to make sure agents did not received any PIP for performance issues.

Customer Service Executive at Dhani private limited, May 2021 - May 2022 · 1 yr 1 mo, Handling inbound and outbound customer service and sales calls. Contributed to achieving the team goals with good sales and customer service skills by meeting individual targets on regular basis. Document knowledge in the form of solution articles.

Education

Bachelor of Commerce, CBLU Property Solutions

12th, Vaish Girls Sr. Sec. School