Quality Analyst

Company: Star Health & Allied Insurance Co. Ltd.

Position: Quality Analyst (BPO – Telesales)

Location: Gurugram

CTC: Up to ₹5.5 LPA

Joining: Immediate Joiners Preferred

BPO INDUSTRY MANDATORY

About the Role

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 environment.

* 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