Quality Analyst - Sales Outbound Process

Hexaware Technologies; Navi Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai is hiring a Quality Analyst for the Sales Outbound process. The candidate will implement call monitoring standards, conduct audits, and coach agents to improve quality and performance.

Role requires 1+ year experience in a BPO quality role, strong communication, and knowledge of Lean/Kaizen/Six Sigma. Shift is 12x7 with a fixed Sunday off, on-site location at Ghansoli, Navi Mumbai.

Qualifications

• 1+ year experience as Quality Analyst in BPO/Call centre required.
• Experience in outbound sales and life insurance domain preferred.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide feedback to agents through Call Audits to ensure quality and standards.
• Generate audit reports and analyze results for process and performance improvements.
• Maintain quality-monitoring standards and ensure adherence across the team.
• Participate in huddles sharing insights on errors, updates and technical challenges.
• Use coaching techniques to guide agents toward better performance and process understanding.
• Understand B2C sales dynamics to align with customer expectations and company goals.
• Perform RCA and provide sound judgment.

Skills

Excel

Call Audits

Coaching

Feedback

Tools

Lean

Kaizen

Six Sigma

Job description

Job Description:

We are hiring Quality Analyst for Sales Outbound process.

Location: Ghansoli, Navi Mumbai

Role Summary:-

The individual is responsible for implementing Call Monitoring Standards and taking Corrective Measures for Improvement. Participation in huddle sessions is required to share insights on error trends, process updates, and technical issues. Experience in feedback and coaching techniques is essential. Proficiency in Excel is mandatory and knowledge on Quality Tools such as Lean, Kaizen, and Six Sigma will be an added.

Key Responsibilities:-

• Provide active feedback to agents through Call Audits to ensure continuous quality improvement and adherence to standards.
• Generate audit reports and analyze results to identify areas for process enhancement and agent performance improvement.
• Implement and maintain quality-monitoring standards, ensuring they are adhered to by the team in order to achieve consistent quality output.
• Participate actively in huddle sessions, providing valuable insights into error trends, process updates, and technical challenges to the team.
• Utilize feedback and coaching techniques to guide agents towards improved performance and process understanding.
• Maintain an understanding of B2C Sales, Customer Centricity and Process Dynamics to ensure alignment with organizational goals and customer expectations.
• Should be able to work on RCA and provide sound judgment.

Eligibility Criteria/Job Requirement:-

• Min. 1+ year experience as a Quality Analyst in the BPO/Call centre industry
• Sales Outbound experience in Life Insurance domain is preferred
• Excellent communication and interpersonal skills.
• Experience in outbound sales and specific domain knowledge in life insurance products is mandatory.

Shift: 12x7 rotational (9-hour shift)

Week Off: Sun Fixed off