Position: Quality Analyst (BPO – Telesales)

Location: Gurugram

CTC: Up to ₹7 LPA

Joining: Immediate Joiners Preferred

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 a solid understanding of quality processes, call auditing, coaching, and performance improvement, while ensuring adherence to company standards and compliance requirements.

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.
- Lead calibration sessions to ensure consistency in quality evaluations.
- Identify process gaps and recommend corrective actions to improve performance metrics.
- Prepare daily, weekly, and monthly quality reports, dashboards, and scorecards.
- Conduct quality inductions for new hires and refresher training sessions for existing employees.
- Track compliance, sales behaviour, and customer interaction standards.
- Work closely with Operations, Training, and Team Leaders to improve overall floor performance.




- Analyze quality trends and suggest process improvements to enhance customer experience.
- Ensure adherence to company policies, regulatory guidelines, and internal quality standards.

Eligibility Criteria

- Minimum 2 years of experience as a Quality Analyst in a BPO or Insurance process.
- Overall 3+ years of experience in Voice/Telesales processes preferred.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Proficiency in MS Excel, Word, and reporting tools.
- Experience in preparing quality dashboards, call calibration reports, and agent evaluation reports.
- Ability to conduct coaching sessions and drive continuous performance improvement.

Preferred Skills

- Experience in Insurance or Financial Services processes.
- Strong knowledge of QA methodologies and quality frameworks.
- Ability to analyze performance data and implement improvement plans.
- Detail-oriented with excellent documentation skills.
- Good presentation and coaching abilities.

? Location: Gurugram

? CTC: Up to ₹7 LPA

⚡ Immediate Joiners Preferred

📌 Quality Analyst (Gurugram)
🏢 Digitxpert Solutions
📍 Gurugram