QA Analyst Bilingual

Bill Gosling Outsourcing; Gurugram District; On-site; INR 300,000 - 500,000; 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 is seeking a QA Analyst to assess the quality of calls and emails from our agents, ensuring accuracy, policy compliance and customer satisfaction.

You will monitor interactions, develop quality processes, and support training improvements while collaborating with QA Team Leader and operations. This role offers paid training, growth opportunities, and a collaborative, inclusive workplace.

Qualifications

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

Responsibilities

• Coordinate activities of applicable departments to meet quality deadlines.
• Support senior management and operations.
• Create uniform procedures and systems across Company functions.
• Produce and analyze data for incentive programs.
• Complete random audits on client portfolios or Agents and review results with management.
• Notify management of misconduct identified in audits for training or discipline.
• Record and communicate changes to the Quality Management System.
• Work with staff to improve systems and processes.
• Conduct audits of Quality Management System processes to ensure compliance.
• Identify opportunities for training on Quality processes and ensure staff are trained and tested.
• Champion company core values and programs.
• Other duties as assigned.

Skills

Quality Assurance

Data analysis

Auditing

Process improvement

Communication skills

Education

High School Diploma or Equivalent

College Diploma or University Degree

Tools

Call monitoring

Job description

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!

Bill Gosling Outsourcing 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 customers' experience.

What You'll 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

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.

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