Job Title: Quality Analyst – Telesales (BPO)
Location: Gurugram, Haryana
Salary: Up to ₹7,00,000 per annum
Job Type: Full-time
Joining: Immediate Joiners Preferred
About the Role
We are looking for a skilled Quality Analyst to enhance the quality of telesales operations. The role involves monitoring calls, ensuring compliance, coaching agents, and driving continuous performance improvement.
Key Responsibilities
- Monitor and evaluate inbound & outbound telesales calls based on defined quality parameters
- Conduct regular call audits and provide actionable feedback to agents and Team Leaders
- Lead calibration sessions to maintain consistency in quality evaluations
- Identify process gaps and recommend corrective actions
- Prepare daily, weekly, and monthly quality reports, dashboards, and scorecards
- Conduct quality induction and refresher training sessions
- Track compliance, sales behavior, and customer interaction standards
- Collaborate with Operations, Training, and Team Leaders to improve performance
- Analyze quality trends and suggest process improvements
- Ensure adherence to company policies and regulatory guidelines
Eligibility Criteria
- Minimum 2 years experience as a Quality Analyst in BPO/Insurance
- Overall 3+ years experience in Voice/Telesales processes
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management abilities
- Proficiency in MS Excel, Word, and reporting tools
- Experience in preparing dashboards, calibration reports, and evaluation scorecards
- Ability to conduct coaching sessions and improve team performance
Preferred Skills
- Experience in Insurance or Financial Services
- Knowledge of QA methodologies and quality frameworks
- Strong data analysis and reporting skills
- Detail-oriented with excellent documentation ability
- Good presentation and coaching skills
Why Join?
- Competitive salary up to ₹7 LPA
- Strong career growth opportunities
- Fast-paced and performance-driven environment
- Collaborative work culture
How to Apply
Interested candidates can apply directly on Indeed or share their updated resume with the recruitment team.
Location: Gurugram
Salary: Up to ₹7 LPA
Immediate Joiners Preferred
Pay: Up to ₹700,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
