Executive - Quality Analyst_Telemarketing [FWD]

We are seeking a detail-oriented and performance-driven Quality Analyst (Telemarketing) to monitor, evaluate, and enhance the quality of outbound sales calls. The ideal candidate will play a key role in ensuring compliance, improving agent performance, and maintaining high standards of customer interaction. This role requires strong analytical skills, a keen ear for detail, and a passion for continuous improvement in a fast-paced, target-driven environment.

Key Responsibilities:

• Provide comprehensive support to the Operations team to achieve and maintain client targets
• through accurate and timely analysis.
• Conduct call monitoring and evaluation to ensure quality and compliance.
• Investigate and document complaint cases, developing and implementing effective action plans.
• Retrieve and deliver complaint call records upon client request.
• Conduct side-by-side coaching for both site Ara and AML HQ to enhance performance.
• Offer timely feedback to agents to address and rectify repeated errors.
• Ensure the effective implementation of action plans on a monthly basis.
• Represent the team on the call floor during Team Leader absences to handle CCC inquiries.
• Assist for Welcome Call Negative Comment.
• Train new recruits / QA / TL on Quality Benchmark
• Train new recruits / QA / TL on Product / refresher whenever required or absent of Trainer
• Track and ensure compliance with corrective actions taken.
• Identify and report key process issues, ensuring corrective actions are taken from the client’s side.
• Maintain compliance with monitoring and feedback processes, meeting audit targets.
• Minimize variation in calibration processes to ensure consistency.
• Generate and analyze daily, monthly, and year-to-date reports on call quality, productivity, and
• availability metrics.
• Prepare raw data presentation decks and provide data-driven insights for business reviews.

Key Requirements:

• QA must be certified with the PCEIA (Pre-Contract Examination for Insurance Agents) certificate.
• Proven work experience as a Quality Analyst or similar role
• Experience in quality inspection, auditing, and testing.
• Excellent communication skills, both written and verbal
• Good skills in MS Excel
• Strong analytical and problem-solving skills
• Meticulous attention to detail