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Quality Analyst – BPO
Noida, Uttar Pradeshfull time₹380,000 - ₹650,000
Posted Mar 12112 applicants
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EXL Service is hiring Quality Analysts to monitor, score, and improve agent call quality and process compliance for a US insurance company's BPO operations.
You will evaluate agent interactions, identify coaching gaps, and run calibration sessions with team leaders to drive continuous quality improvement.
- 2–4 years BPO experience with quality monitoring
- Call scoring and calibration methodology experience
- Quality scorecard design and documentation
- Advanced Excel for reporting
- Insurance or BFSI domain preferred
- Good written English for report writing
- Monitor and score 40+ agent calls and chats daily
- Identify coaching needs and share structured feedback
- Conduct weekly calibration sessions with team leaders
- Generate daily, weekly, and monthly quality reports
- Escalate process non-compliance to operations manager
Job Overview
Experience1-2
Salary₹380,000 - ₹650,000
Job Typefull time
Date PostedMar 12
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