Job Title: Collections Quality Analyst – OTC (International Voice)

Location: Gurgaon

Experience: 1–3 Years

Employment Type: Full-Time

Salary: ₹6–7 LPA

Band: BPO 1/2

Shift: 24/7 Rotational Shift (Night Shifts Applicable)

Role Overview

TCS is hiring a Collections Quality Analyst – OTC (International Voice) to support quality assurance activities within the Order-to-Cash (OTC) process. The role involves evaluating international voice interactions, monitoring quality standards, identifying improvement opportunities, and ensuring compliance with business processes while driving operational excellence.

Key Responsibilities

- Conduct quality assessments for international voice collections processes.

- Monitor call quality and transaction quality.

- Evaluate adherence to OTC process standards and quality parameters.

- Analyze quality trends and identify improvement opportunities.

- Prepare quality reports and presentations.

- Perform root cause analysis using quality tools.

- Ensure SLA and quality compliance.

- Collaborate with operations teams to improve process performance.





- Maintain documentation and quality records.

Required Skills & Qualifications

- 1–3 years of experience in Quality Analysis.

- Experience in International Voice Process (Mandatory).

- Good understanding of the OTC (Order-to-Cash) lifecycle.

- Knowledge of B2B business processes.

- Excellent verbal and written English communication.

- Moderate proficiency in MS Excel.

- Knowledge of Six Sigma quality tools.

- Strong analytical and presentation skills.

Preferred Skills

- Quality Assurance

- Call Quality Monitoring

- Transaction Quality

- Order-to-Cash (OTC)

- Accounts Receivable

- Collections

- B2B Collections

- International Voice Process

- Six Sigma

- Root Cause Analysis

- Histogram Analysis

- Pareto (80/20) Analysis

- Fishbone Analysis

- MS Excel

- Reporting & Presentation

Key Notes

Ex-TCS employees are not eligible to apply.

PAN Card and Date of Birth (DOB) are mandatory for profile creation.

100% Work From Office.

24/7 rotational shifts, including night shifts.

📌 Collections Quality Analyst - OTC (International ) (Gurugram)
🏢 Gratitude
📍 Gurugram