Evergreen - Quality Analyst - Jaipur

Bill Gosling Outsourcing; Jaipur; On-site; INR 250,000 - 400,000; Full time

Benefits offered by this job

Growth opportunities

Comprehensive training

Team-oriented culture

Diversity & Inclusion

Fun Workplace

State-of-the-Art offices

Rewarding work

Job summary

Bill Gosling Outsourcing in Jaipur invites applications for a Quality Consultant role. Evaluate and audit telephone, email and chat interactions for assigned client processes, ensuring minimal quality variance while meeting productivity targets.

You will provide detailed feedback via an evaluation tool, participate in calibration sessions, and support training programs. Night/US shift availability is required.

Qualifications

• Graduate or pursuing Graduation is required.
• At least 6 months experience in international call centre processes or 1 year in domestic call centres.
• Open to 24x7 shifts, including night/US shifts.

Responsibilities

• Evaluate & audit conversations/transactions for assigned client processes per guidelines.
• Ensure quality variance remains below thresholds and productivity targets are met.
• Write feedback to support agent performance per client instructions.
• Participate in calibration calls to ensure scoring consistency.
• Adhere to HR policies and maintain floor discipline.

Skills

Quality evaluation

Call center experience

Attention to detail

Written feedback

Education

Graduate or pursuing Graduation

Tools

Evaluation tool

Job description

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results.

Evaluate & audit conversations / transactions on behalf of assigned client process(es) as per pre-defined guidelines ensuring zero / minimal quality variance while maintaining productivity parameters. Quality consultant is expected to evaluate and audit telephone, email and chat communication / transaction and provide detailed feedback via an evaluation tool to the customer.

What You’ll Do

• Consistently ensure that quality variance is well below threshold and internal quality scores are exemplary
• Write feedback, if applicable, to enthuse performance development at an agent level and per client instructions
• Regularly participate in client / internal calibration calls to ensure consistency of scoring & knowledge
• Meet and exceed daily volume and productivity targets
• Successfully clear the client specific training and ensure all subsequent updates are well understood & implemented
• Participate in various internal/external training programs to continuously hone required skills and knowledge base.
• Abide by all HR policies and processes including but not limited to code of conduct, attendance, and floor discipline.

Requirements

• Graduate or pursuing Graduation
• At least 6 months experience in International call centre process as CSA/CSR/CSE
• If not international, at least 1 year call centre process as CSA/CSR/CSE in domestic process
• Open to work in 24X7 shift, especially Night/US shift

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.
• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.
• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!