Job Description

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

In a world where customers consistently interact with your brand across multiple channels-including digital and social-we at Startek value our ability to effectively garner those interactions and CX insights, analysing, unlocking, and providing intelligence that drives digital transformation and further revenues for you, our client.

Put simply: we break down the complexity of your customer lifecycle and help your customers build and sustain emotional connections with your brand.

Our tech-enabled and Human assisted digital solutions build both on your CX requirements and our business transformation expertise and willingness to consistently pivot, innovate, and take advantage of new digital technologies.

It’s a robust approach. We’ve partnered with global brands for over 3 decades now -working with them across their consumer value chain and providing new age customer experience solutions and insights that are helping them define and reach their target audiences with greater efficiency and better value for every dollar spent.

Our partnerships have always been about more than building emotional connections with customers; they are about using artificial intelligence, omnichannel orchestration and providing CX insights & technologies, that has the power for digital transformation We do this across 46 locations in 13 countries, with over 40,000 employees managing almost half a billion customer interactions every year for over 150 clients in different industries.

*** DISCLAIMER***

With the increase of remote positions since COVID, many companies have seen an increase in false representation recruiters and offering fraudulent positions/pay rates that do not exist.

These messages are from anonymous sources and crafted to appear as they are being sent from Startek recruiters. All communication from Startek will have an email address from “startek.com”.

Additionally, a scam message can request funds or other personal information prior to the offer letter being released. This is not a standard operating procedure for Startek to be employed with the organization.

Startek is not responsible for any fraudulent representing the company.