QA Analyst – Bilingual

Overview

The Bilingual QA Analyst assesses the quality of associates’ performance across inbound and outbound calls and email responses, including demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

What you'll do

• 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 across all aspects and areas of company functions.
• Produce and 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 agent malpractice identified during the audit process so that appropriate training or disciplinary action may be undertaken.
• Record and communicate changes to the Quality Management System to all affected departments.
• Work with employees in each department to improve systems and processes.
• Conduct audits of Quality Management System processes to ensure systems are in place and identify areas of non-conformance.
• Identify opportunities for training on quality processes and ensure staff are trained and tested to meet company requirements.
• Champion company core values and other company programs.
• Perform other duties as assigned.

What you'll need

• High School Diploma or Equivalent.
• College Diploma or University Degree.
• Minimum six months of BGO experience in an Agent position or equivalent work experience.
• Previous quality-related experience within or outside of the company.
• There are no personal certification, licensing, or registration requirements for this job.

Details

• Location: Gurgaon, India.
• Reports to the QA Team Leader.