QA Analyst

Bill Gosling; Gurugram District; On-site; INR 300,000 - 450,000; Full time

Job summary

Bill Gosling in India is seeking a QA Analyst responsible for assessing the quality of associates' performance, monitoring calls and emails, and ensuring compliance with company policies.

You will help develop call center quality processes, participate in audits, and support training material enhancements to improve customer experience.

Qualifications

• High School Diploma or Equivalent.
• College Diploma or University Degree.
• Minimum six months BGO experience in an Agent position or equivalent quality-related experience.

Responsibilities

• Coordinate the activities of any applicable departments to ensure that all quality deadlines are met.
• Support the efforts of senior management and operations.
• Create uniform and consistent procedures and systems in all aspects and areas of Company functions.
• Produce analyzing statistical data for Company incentive programs.
• Complete random audits on client portfolios or specific Agents and review results with the appropriate MC or Senior Management.
• Notify the appropriate MC or senior management of any malpractice by an Agent, as identified in the audit process, so that training or disciplinary action may be undertaken as is appropriate.
• Record and communicate changes to the Quality Management System to all affected departments within the Company.
• Work with employees in each department to improve systems and processes.
• Conduct audits of processes of the Quality Management System to ensure systems are in place, and to identify areas of non-conformance.
• Identify opportunities for training on Quality processes and ensure that staff are trained and tested to meet Company requirements.
• Champion company core values and other company programs.
• Other duties as assigned

Job description

Job Summary

Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of our associates who deals with our existing and potential customer. The QA Analyst will monitor inbound/outbound calls and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. The QA Analyst will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer s experience.

What Youll Do:

• Coordinate the activities of any applicable departments to ensure that all quality deadlines are met
• Support the efforts of senior management and operations
• Create uniform and consistent procedures and systems in all aspects and areas of Company functions
• Produce analyze statistical data for Company incentive programs
• Complete random audits on client portfolios or specific Agents and review results with the appropriate MC or Senior Management
• Notify the appropriate MC or senior management of any malpractice by an Agent, as identified in the audit process, so that training or disciplinary action may be undertaken as is appropriate
• Record and communicate changes to the Quality Management System to all affected departments within the Company
• Work with employees in each department to improve systems and processes
• Conduct audits of processes of the Quality Management System to ensure systems are in place, and to identify areas of non-conformance
• Identify opportunities for training on Quality processes and ensure that staff are trained and tested to meet Company requirements
• Champion company core values and other company programs
• Other duties as assigned

Education

• High School Diploma or Equivalent
• College Diploma or University Degree

Experience

• Minimum six months BGO experience in an Agent position or equivalent work experience previous quality-related experience within or outside of the Company

Certificates, Licenses, Registration

There are no personal certification, licensing, or registration requirements for this job

Reports to

QA Team Leader