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
- Valuable presentation and coaching skills

Why Join?

- Market-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

📌 Quality Analyst – Telesales (BPO) (Gurugram)
🏢 Recruitlent
📍 Gurugram