Quality Analyst (QA)

Star Health is looking for an experienced Quality Analyst to monitor, evaluate, and improve the quality of telesales interactions. The ideal candidate should have strong experience in BPO Domestic Sales, call auditing, quality monitoring, coaching, calibration, and performance improvement.

Mandatory Requirements

* BPO industry experience is mandatory.

* Domestic Sales experience in the BPO industry is mandatory.

* Candidates must have worked in a Sales Process.

* Minimum 2 years of experience as a Quality Analyst in a BPO/Sales/Insurance process.

* Overall 3+ years of experience in Voice/Domestic Sales/Telesales processes preferred.

* Maximum age: 35 years.

* Strong knowledge of Quality Matrix / Quality Parameters is mandatory.

* Experience in call audits, quality evaluation, calibration, feedback and coaching.

* Good knowledge of MS Excel, reporting, dashboards and quality scorecards.

Preferred Experience

* Insurance Sales experience will be preferred and will be considered an additional advantage.

* Experience in Health Insurance or other Financial Services processes.

* Experience handling quality for Domestic Voice/Telesales processes.

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.

* Conduct calibration sessions to ensure 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 sessions for existing employees.

* Track compliance, sales behaviour and customer interaction standards.

* Work closely with Operations, Training and Team Leaders to improve floor performance.

* Analyse quality trends and recommend process improvements.

* Ensure adherence to company policies, regulatory guidelines and internal quality standards.

* Conduct coaching sessions and support continuous performance improvement.

Required Skills

* Strong understanding of QA methodologies and Quality Matrix.

* Excellent communication and interpersonal skills.

* Strong analytical and problem-solving abilities.

* Good stakeholder management skills.

* Proficiency in MS Excel, MS Word and reporting tools.

* Experience preparing quality dashboards, calibration reports and agent evaluation reports.

* Strong coaching, presentation and documentation skills.

* Ability to analyse performance data and implement improvement plans.

Candidate Screening Checklist

Please ensure the following are checked before sharing profiles:

• BPO Industry Experience
• Domestic Sales Experience
• Sales Process Experience
• Minimum 2 Years QA Experience
• Strong Knowledge of Quality Matrix
• Insurance Sales Experience – Preferred
• Maximum Age – 35 Years

Immediate Joiner – Preferred

Location: Gurugram

CTC: Up to ₹5.5 LPA

Pay: ₹500,000.00 - ₹550,000.00 per year

Work Location: In person