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Bill Gosling
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Quality Assurance Analyst

Quality Assurance Analyst

Bill Gosling

2 - 5 years

4 - 7 Lacs

gurugram

Posted:1 hour ago| Platform:

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Skills Required

business services training outbound manager quality assurance information security customer service outsourcing security training licensing financial services

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

What Were Looking For:

INFORMATION SECURITY RESPONSIBILITIES

Identification of non-conforming processes that impact business services and/or information security and immediately inform Manager or Information Security Department
Any access to data will only be granted to authorized parties on a need to know basis with respect to job responsibilities and employee will disseminate data to others only when authorized by Management.
Report any/all access privileges inappropriate to job duties to Management and/or Information Security Department for correction and attend Information Security training on policies/procedures when required to do so.
Attest in writing to knowledge of and compliance with Information Security policies and procedures prior to accessing private or restricted data.
Role-Based security permissions, as required in Workday
Must acknowledge and follow Acceptable Use Policy
Must acknowledge all Assets assigned in Workday
Will not at any time share passwords
Must complete any/all necessary Information Security Training
If on BYOD, must regularly update mobile device to most recent version to stay compliant

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!

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Bill Gosling

Customer Service Outsourcing

Winnipeg

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Quality Assurance Analyst