Quality Analyst – B2B Collection

Job Code # 328

Job Location-  Gurgaon

Salary- 7 LPA to 10 LPA

Key skills-
a) Any Graduate
b) Min 3 Years of Overall Experience
c) Min 1 Year Experience in Quality in B2B Collections

Job Description-
Job Description :

• 3 to 5 years of overall experience
• At least 1 years of experience in managing quality for B2B (Business to Business) Collections process.
•Track Key Quality Assurance Metrics: Monitor key performance indicators (KPIs) related to call quality,
adherence to policies, and customer satisfaction.
• Provide Regular Analytics Reports: Prepare and provide regular reports to the management, highlighting
quality metrics and suggesting process improvements.
• Develop Product Knowledge: Continuously improve your knowledge of products and call center
performance requirements.
• Maintain and Develop Standards: Ensure compliance with internal support and call center quality
assurance standards.
• Review Support Interactions: Evaluate a subset of support agents’ conversations (calls, emails, chat, etc.)
based on established quality standards.
• Constructive Feedback: Accompany evaluations with meaningful and constructive feedback to help agents
improve their performance.
Resource Specification
• 100% WFO (work from office)
• Willing to work in night and rotational shifts.
• Prior experience in managing quality for B2B Collections process in International BPO
• Proficiency in MS Office tools
• Good Communication & Presentation Skills
• Good understanding of six sigma tools in quality – preparing histograms, 80/20 analysis, fish bone, call
quality and transaction quality attributes.