Quality Analyst – BPO

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.

• 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

• 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