Quality Consultant

Bill Gosling Outsourcing; Jaipur; On-site; INR 250,000 - 350,000; Full time

Benefits offered by this job

Paid training

Career growth opportunities

Team collaboration

Job summary

Bill Gosling Outsourcing is seeking a Quality Assurance professional to evaluate interactions (calls, emails, chats) against predefined guidelines and provide detailed feedback. You will drive agent performance through calibration, coaching notes, and adherence to client instructions.

The role emphasizes maintaining low quality variance and meeting productivity targets. The position offers extensive paid training and opportunities for internal growth within a collaborative team environment.

Qualifications

• Prior QA experience in a BPO/call center environment.
• Ability to evaluate calls, emails and chats per predefined guidelines.
• Strong written communication and detailed feedback skills.

Responsibilities

• Consistently ensure quality variance remains below thresholds and internal scores are high.
• Write feedback to drive performance development for agents per client instructions.
• Participate in calibration calls to ensure scoring consistency.
• Meet and exceed daily volume and productivity targets.
• Complete client-specific training and update knowledge as needed.
• Participate in internal/external training to enhance required skills.

Skills

Quality assurance

Call monitoring

Feedback writing

Calibration

Communication

Tools

Evaluation tool

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 Corp. Evaluate & audit conversations / transactions on behalf of assigned client process(es) as per pre-defined guidelines ensuring zero / minimal quality variance while maintaining productivity parameters. Quality consultant is expected to evaluate and audit telephone, email and chat communication / transaction and provide detailed feedback via an evaluation tool to the customer

What You’ll Do

• Consistently ensure that quality variance is well below threshold and internal quality scores are exemplary
• Write feedback, if applicable, to enthuse performance development at an agent level and per client instructions
• Regularly participate in client / internal calibration calls to ensure consistency of scoring & knowledge
• Meet and exceed daily volume and productivity targets
• Successfully clear the client specific training and ensure all subsequent updates are well understood & implemented
• Participate in various internal/external training programs to continuously hone required skills and knowledge base.

Abide by all HR policies and processes including but not limited to code of conduct, attendance, and floor discipline.

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!

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 support you need – just let us know.