QA Analyst

Bill Gosling Outsourcing Corp.; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

Bill Gosling Outsourcing Corp. is seeking a Quality Assurance (QA) Analyst to assess the quality of our associates’ performance across calls and emails. You will monitor interactions, evaluate accuracy, and ensure adherence to policies.

The role involves developing quality processes, data analysis, and recommending enhancements to training materials to improve customer experience. You will coordinate cross-functional activities, support senior management, and help implement uniform procedures

Qualifications

• Minimum six months BGO experience in an Agent position or equivalent work experience & previous 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 & 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

Job description

Job Summary

Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of our associates who deal with our existing and potential customers. 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 recommendations for enhancements to training materials as needed to enhance the overall customer's 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 & 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