Job Title: Quality Analyst – Telesales (BPO)
Location: Gurugram, Haryana
Salary: Up to ₹5,50,000 per annum
Job Type: Full-time
Joining: Immediate Joiners Preferred
About the Role
We are looking for a skilled Quality Analyst to enhance the quality of telesales operations. The role involves monitoring calls, ensuring compliance, coaching agents, and driving continuous performance improvement.
Key Responsibilities
Monitor and evaluate inbound & outbound telesales calls based on defined quality parameters
Conduct regular call audits and provide actionable feedback to agents and Team Leaders
Lead 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 induction and refresher training sessions
Track compliance, sales behavior, and customer interaction standards
Collaborate with Operations, Training, and Team Leaders to improve performance
Analyze quality trends and suggest process improvements
Ensure adherence to company policies and regulatory guidelines
Eligibility Criteria
Minimum 2 years experience as a Quality Analyst in BPO/Insurance
Overall 3+ years experience in Voice/Telesales processes
Solid analytical and problem-solving skills
Excellent communication and stakeholder management abilities
Proficiency in MS Excel, Word, and reporting tools
Experience in preparing dashboards, calibration reports, and evaluation scorecards
Ability to conduct coaching sessions and improve team performance
Preferred Skills
Experience in Insurance or Financial Services
Knowledge of QA methodologies and quality frameworks
Strong data analysis and reporting skills
Detail-oriented with excellent documentation ability
Valuable presentation and coaching skills
Why Join?
Competitive salary up to ₹5.5 LPA
Robust growth opportunities opportunities
Fast-paced and performance-driven environment
Collaborative work culture
How to Apply
Interested candidates can apply directly on Indeed or share their updated resume with the recruitment team.
Location: Gurugram
Salary: Up to ₹5.5 LPA
Immediate Joiners Preferred