Quality Analyst - BPO

ob Description: Quality Analyst – Sales (Ziraya)

Budget: ₹3–4 LPA
Work Mode: Onsite
Shift Timing: 10 AM to 7 PM
Week Off: Sunday fixed

We’re looking for a Quality Analyst who can listen between the lines and help shape every sales call into a confident, compliant and customer-friendly conversation. If you enjoy sharpening communication and guiding sales teams toward excellence, this role sits right in your groove.

Key Responsibilities

• Audit and evaluate sales calls for insurance products to ensure accuracy, clarity and impact.
• Identify gaps in agents’ pitch, communication style and customer engagement.
• Ensure all calls meet insurance sales regulations and internal compliance standards.
• Track customer experience patterns and highlight areas where conversations can be enhanced.
• Coach and train agents on call scripts, communication tone and objection-handling techniques.
• Prepare weekly and monthly quality reports and share insights with team leads to drive improvement.

Requirements

• Excellent spoken English with strong clarity and articulation.
• Minimum 1–2 years of sales or call quality experience (insurance preferred but not mandatory).
• Ability to analyze conversations and provide constructive, actionable feedback.
• Skilled in documentation, reporting and performance tracking.
• Comfortable working with fast-moving sales teams.

Job Type: Full-time

Benefits:

• Health insurance

Job Type: Full-time

Pay: ₹300,000.00 - ₹400,000.00 per year

Application Question(s):

• Do you have at least 1–2 years of experience in sales calling or call quality auditing (preferably in insurance)? (Yes/No)
• Are you confident in analyzing sales calls and providing clear, actionable feedback to agents? (Yes/No)
• Please describe your experience managing a 20–25 member team, including your key responsibilities and the results you achieved.

Work Location: In person