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 a BPO Telesales process in Gurugram.

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

BPO INDUSTRY EXPERIENCE IS MANDATORY

About the Role:

We are 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 and 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 or 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
- Positive presentation and coaching abilities

Why Join:

- Opportunity to work with a reputed organization through RUTLIX
- Competitive salary package
- Career growth opportunities in a fast-paced and performance-driven environment
- Collaborative work culture with excellent learning opportunities

Significant:

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