We’re Hiring | Quality Analyst - BPO Telesales | Gurugram

RUTLIX is hiring on behalf of one of our clients for an experienced Quality Analyst to join their BPO Telesales process in Gurugram.

Location: Gurugram
Position: Quality Analyst - BPO Telesales
CTC: Up to Rs. 5.5 LPA
Immediate Joiners Preferred

BPO Experience Is Mandatory

We are looking for an experienced Quality Analyst who can monitor, evaluate, and improve the quality of telesales interactions while ensuring compliance with company standards and quality parameters.

Key Responsibilities:

- Monitor and evaluate inbound and 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 maintain 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 training for existing employees
- Track compliance, sales behaviour, 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

Eligibility Criteria:





- Minimum 2 years of experience as a Quality Analyst in a BPO or Insurance process
- 3+ years of overall Voice or Telesales experience preferred
- Solid analytical and problem-solving skills
- Excellent communication and stakeholder-management abilities
- Proficiency in MS Excel, MS Word, and reporting tools
- Experience preparing quality dashboards, 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
- Excellent documentation and reporting skills
- Good presentation, coaching, and communication abilities

Important:

- BPO industry experience is mandatory
- Candidates should have hands-on experience in Quality Analysis, call auditing, calibration, coaching, reporting, and telesales or voice processes
- Immediate joiners will be preferred

How to Apply:

Send your updated CV or Resume to:

[email protected]

Please mention Quality Analyst - Gurugram in the subject line.

RUTLIX
Recruitment and Staffing

Pay: ₹12,279.91 - ₹41,911.60 per month

Work Location: In person

📌 Quality Analyst - BPO Telesales (India)
🏢 Rutlix
📍 India