QA Analyst

billgosling; Gurugram District; On-site; INR 300,000 - 600,000; Full time

Job summary

Bill Gosling Outsourcing in India is seeking a QA Analyst to monitor the quality of associates handling customer interactions and evaluate conformance to company policies. The role focuses on analyzing inbound/outbound calls and emails and helping to develop call center quality processes and training materials.

The position reports to the QA Team Leader and emphasizes training, team collaboration, and advancing quality standards across the organization.

Qualifications

• High School Diploma or equivalent required.
• College diploma or university degree preferred.
• Minimum six months BGO experience in an Agent position or equivalent in quality-related work.
• There are no personal certifications, licensing, or registrations required for this job.

Responsibilities

• Coordinate the activities of 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

• 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
• 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!
• Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!
• Twitter & Instagram: bgocareers
• Facebook: Bill Gosling Outsourcing
• LinkedIn: Bill Gosling Outsourcing
• Website - https://www.billgosling.com/careers
• By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing's privacy policy here- https://www.billgosling.com/privacy-policy and consent to the collection, use, and storage of personal information in accordance with the policy.
• Bill Gosling Outsourcing - Where your career thrives!

Additional Information

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 !Bill Gosling India Private LimitedQuality 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.

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