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 strong 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.
Why Join Star Health?
* Opportunity to work with India’s leading standalone health insurance company.
* Career growth in a fast-paced and performance-driven workplace.
* Collaborative work culture with excellent learning opportunities.
Location: Gurugram
CTC: Up to ₹5.5 LPA
mmediate Joiners Preferred
Pay: ₹35,000.00 - ₹40,000.00 per month
Benefits:
- Paid sick time
- Paid time off
Work Location: In person
📌 Quality Analyst (India)
🏢 Digixpert Solutions
📍 India
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