Dear Candidate,

Greetings from Baroda Global Shared Services Limited!!

(A wholly owned subsidiary by Bank Of Baroda)

We are urgently looking for Quality Analyst for our tele-collection process based in GIFT City, Gandhinagar.

Job responsibilities

- Manage a team of Call Quality Analysts
- Provide coaching guidance and performance feedback and be able to manage shrinkage in team
- Responsible to design develop or assist in designing quality framework and procedure for contact center operations that align with internal/ external stakeholders needs and regulatory requirements
- Developing and maintaining quality assurance programs including sampling system, call monitoring, feedback and coaching program
- Provide regular reports to the senior management on quality assurance performance, include trends, issues and Corrective- preventive actions
- Work with CFT (Cross-functional team) to identify process/system improvement opportunities and develop corrective and preventive actions
- Creating content based on the Training needs identification Skills/ knowledge gap feedback received from operations and Quality.
- Work closely with Training team to conduct quality assurance policies, procedures and best practices
- Well versed with data analysis and interpretation
- Well versed with QC tools and Quality management system




- Conducting call calibration session with QAs and Responsible for minimize Measurement system variation
- Identifying improvement projects based on business needs and taking Continual/ radical improvement using 6 sigma, Lean, Kaizen, PDCA, Projects
- Responsible for achievement of SLA targets of Quality KRAs

Skill-set required

Qualification

- Any graduate / post graduate
- DRA (Debt Recovery Agent) certification mandatory

Work Experience

- Min 5 year of experience working in contact centre (BPO), Assistant Manager - Quality in Banking domain preferred

Technical Skills

- Team management skills
- Quality management Skills including
- 6 sigma, Lean, Kaizan and other Process improvement skills
- MS office skills (Excel, PowerPoint, etc.)
- Presentation skills
- Data analysis and interpretation skills

Behavioral Skills

- Excellent verbal, written Communication skills
- Familiar with Human and Team Management skills
- Eye for Detail - Ability to identify potential failure modes as far as competence is concern
- Analytical and Problem solving ability
- Positive interpersonal skills
- Process and System, Result oriented
- Value integrity, Respect, customer centricity

Adoptability to a fast paced changing environment

Interested candidates can mail their updated resume to:

[email protected]

Regards,

HR Team - BGSSL

📌 Hiring Quality Analyst For BPO Operations | DRA Certified | GIFT City (Ahmedabad)
🏢 Baroda Global Shared Service
📍 Ahmedabad