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 current 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
Robust 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
Robust knowledge of QA methodologies and quality f

📌 Quality Analyst Gurugram
🏢 Rutlix
📍 Gurugram