STAR HEALTH – QUALITY ANALYST | GURUGRAM
Company: Star Health & Allied Insurance Co. Ltd.
Position: Quality Analyst – BPO Telesales
Location: Gurugram
CTC: Up to ₹5.5 LPA
Joining: Immediate Joiners Preferred
Maximum Age: 35 Years
About the Role
Star Health is looking for an experienced quality analyst to monitor, evaluate, and improve the quality of telesales interactions. The ideal candidate should have strong experience in BPO domestic sales, call auditing, quality monitoring, coaching, calibration, and performance improvement.
Mandatory Requirements
BPO industry experience is mandatory.
Domestic sales experience in the BPO industry is mandatory.
Candidates must have worked in a sales process.
Minimum 2 years of experience as a quality analyst in a BPO/sales/insurance process.
Overall, 3+ years of experience in voice/domestic sales/tele-sales processes is preferred.
Maximum age: 35 years.
Strong knowledge of the quality matrix / quality parameters is mandatory.
Experience in call audits, quality evaluation, calibration, feedback, and coaching.
Good knowledge of MS Excel, reporting, dashboards, and quality scorecards.
Preferred Experience
Insurance sales experience will be preferred and will be considered an additional advantage.
Experience in health insurance or other financial services processes.
Experience handling quality for domestic voice/tele-sales processes.
Key Responsibilities
Monitor and evaluate inbound/outbound telesales calls based on defined quality parameters.
Conduct regular call audits and provide detailed feedback to agents and team leaders.
Conduct calibration sessions to ensure consistency in quality evaluations.
Identify process gaps and recommend corrective actions.
Prepare daily, weekly, and monthly quality reports, dashboards, and scorecards.
Conduct quality inductions for new hires and refresher sessions for existing employees.
Track compliance, sales behavior, and customer interaction standards.
Work closely with Operations, Training, and Team Leaders to improve floor performance.
Analyze quality trends and recommend process improvements.
Ensure adherence to company policies, regulatory guidelines, and internal quality standards.
Conduct coaching sessions and support continuous performance improvement.
Required Skills
Strong understanding of QA methodologies and the Quality Matrix.
Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.
Good stakeholder management skills.
Proficiency in MS Excel, MS Word, and reporting tools.
Experience preparing quality dashboards, calibration reports, and agent evaluation reports.
Strong coaching, presentation, and documentation skills.
Ability to analyze performance data and implement improvement plans.
Candidate Screening Checklist
Please ensure the following are checked before sharing profiles:
BPO Industry Experience
Domestic Sales Experience
Sales Process Experience
Minimum 2 Years of QA Experience
Strong Knowledge of Quality Matrix
Insurance Sales Experience – Preferred
Maximum Age – 35 Years
Immediate Joiner – Preferred
Location: Gurugram
CTC: Up to ₹5.5 LPA
Immediate Joiners Preferred
Pay: Up to ₹550,000.00 per year
Work Location: In person
