Hiring Quality Analyst For BPO Operations | DRA Certified | GIFT City

Baroda Global Shared Service; Ahmedabad District; On-site; INR 500,000 - 800,000; Full time

Job summary

Baroda Global Shared Services Limited in Gandhinagar is seeking a qualified Quality Analyst to lead the tele-collection QA function.

You will manage a team of Call Quality Analysts, design QA frameworks, conduct calibration, analyze data and report trends to senior management. The role requires Six Sigma/Lean knowledge and strong MS Office skills.

Experience in BPO contact centers and a DRA certification are essential for this position.

Qualifications

• Experience leading QA in contact center/BPO environments.
• DRA certification is mandatory for this role.
• Candidates should have a strong quality assurance mindset and regulatory awareness.

Responsibilities

• Manage a team of Call Quality Analysts.
• Provide coaching guidance and performance feedback and be able to manage shrinkage in team.
• Responsible to design develop or assist in designing quality framework and procedure for contact center operations that align with internal/ external stakeholders needs and regulatory requirements.
• Developing and maintaining quality assurance programs including sampling system, call monitoring, feedback and coaching program.
• Provide regular reports to the senior management on quality assurance performance, include trends, issues and Corrective- preventive actions.
• Work with CFT (Cross-functional team) to identify process/system improvement opportunities and develop corrective and preventive actions.
• Creating content based on the Training needs identification Skills/ knowledge gap feedback received from operations and Quality.
• Work closely with Training team to conduct quality assurance policies, procedures and best practices.
• Well versed with data analysis and interpretation.
• Well versed with QC tools and Quality management system.
• Conducting call calibration session with QAs and Responsible for minimize Measurement system variation.
• Identifying improvement projects based on business needs and taking Continual/ radical improvement using 6 sigma, Lean, Kaizen, PDCA, Projects.
• Responsible for achievement of SLA targets of Quality KRAs

Skills

Team management

Quality management

Six Sigma

Lean

Kaizen

PDCA

Data analysis

Presentation skills

MS Office

Education

Any graduate / post graduate

DRA certification mandatory

Tools

MS Office

Job description

Dear Candidate,

Greetings from Baroda Global Shared Services Limited!!

(A wholly owned subsidiary by Bank Of Baroda)

We are urgently looking for Quality Analyst for our tele-collection process based in GIFT City, Gandhinagar.

Job responsibilities

• Manage a team of Call Quality Analysts
• Provide coaching guidance and performance feedback and be able to manage shrinkage in team
• Responsible to design develop or assist in designing quality framework and procedure for contact center operations that align with internal/ external stakeholders needs and regulatory requirements
• Developing and maintaining quality assurance programs including sampling system, call monitoring, feedback and coaching program
• Provide regular reports to the senior management on quality assurance performance, include trends, issues and Corrective- preventive actions
• Work with CFT (Cross-functional team) to identify process/system improvement opportunities and develop corrective and preventive actions
• Creating content based on the Training needs identification Skills/ knowledge gap feedback received from operations and Quality.
• Work closely with Training team to conduct quality assurance policies, procedures and best practices
• Well versed with data analysis and interpretation
• Well versed with QC tools and Quality management system
• Conducting call calibration session with QAs and Responsible for minimize Measurement system variation
• Identifying improvement projects based on business needs and taking Continual/ radical improvement using 6 sigma, Lean, Kaizen, PDCA, Projects
• Responsible for achievement of SLA targets of Quality KRAs

Skill-set required

Qualification

• Any graduate / post graduate
• DRA (Debt Recovery Agent) certification mandatory

Work Experience

• Min 5 year of experience working in contact centre (BPO), Assistant Manager - Quality in Banking domain preferred

Technical Skills

• Team management skills
• Quality management Skills including
• 6 sigma, Lean, Kaizan and other Process improvement skills
• MS office skills (Excel, PowerPoint, etc.)
• Presentation skills
• Data analysis and interpretation skills

Behavioral Skills

• Excellent verbal, written Communication skills
• Familiar with Human and Team Management skills
• Eye for Detail - Ability to identify potential failure modes as far as competence is concern
• Analytical and Problem solving ability
• Good interpersonal skills
• Process and System, Result oriented
• Value integrity, Respect, customer centricity

Adoptability to a fast paced changing environment

Regards,

HR Team - BGSSL