About the role

Bill Gosling Outsourcing is a global leader in outsourcing solutions specializing in customer care, sales, and financial services. As a QA Consultant in Gurgaon, India, you will evaluate and audit telephone, email, and chat communications/transactions for assigned client processes against pre-defined guidelines, ensuring minimal quality variance while maintaining productivity. You will provide detailed feedback through an evaluation tool, participate in calibration calls, meet daily volume targets, and complete client-specific training.

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 and knowledge
Meet and exceed daily volume and productivity targets
Successfully clear the client specific training and ensure all subsequent updates are well understood and implemented
Participate in various internal/external training programs to continuously hone required skills and knowledge base

What you’ll bring

Ability to evaluate and audit telephone, email, and chat communications/transactions per pre-defined guidelines
Ability to provide detailed feedback via an evaluation tool to the customer
Ability to consistently ensure quality variance is well below threshold and internal quality scores are exemplary
Ability to meet and exceed daily volume and productivity targets
Ability to successfully clear client-specific training and implement subsequent updates
Ability to participate in client/internal calibration calls to ensure consistency of scoring and knowledge
Ability to abide by all HR policies and processes including code of conduct, attendance, and floor discipline

Skills

Quality auditingConversation evaluationFeedback deliveryCalibration participationProductivity managementClient training complianceHR policy adherenceMulti-channel communication review

Benefits

Growth opportunities with promotion from within and career advancement
Comprehensive paid training to ensure success
State-of-the-art modern, well-equipped offices
Rewarding work helping businesses grow while making a real difference in people's lives