Location: Gurgaon

Role: Collections Quality Analyst – OTC (International Voice)
Salary: ₹6–7 LPA
‍ Experience: 1–3 Years
Band: BPO 1/2
Work Mode: 100% Work From Office
Shift: 24x7 Rotational (Night Shifts Applicable)

We're Looking For

Are you passionate about driving quality excellence in international collections? If you have experience evaluating voice interactions, identifying improvement opportunities, and ensuring adherence to quality standards, this opportunity is for you!

Key Responsibilities

Conduct quality audits for International Voice Collections processes.
Evaluate customer interactions based on defined quality parameters.
Provide constructive feedback and coaching to improve agent performance.
Analyze quality trends and identify process improvement opportunities.
Prepare quality reports, root cause analysis, and performance dashboards.
Ensure compliance with client processes and quality standards.
Collaborate with Operations and Training teams to improve overall service quality.

Must-Have Skills

1–3 years of experience in Collections Quality / QA (International Voice).
Strong understanding of the Order-to-Cash (OTC) Lifecycle and B2B Collections.
Prior experience performing quality assessments for international voice processes.
Excellent verbal and written English communication skills.
Strong presentation and analytical skills.
Moderate proficiency in Microsoft Excel.
Knowledge of Seven Quality Tools / Six Sigma basics, including:

• Histogram Analysis

• Pareto (80/20) Analysis

• Fishbone (Cause & Effect) Analysis

• Call Quality Evaluation

• Transaction Quality Assessment

Important Eligibility

Ex-TCS employees are not eligible to apply.
PAN Card & Date of Birth are mandatory for profile creation.

Why Apply?

Competitive salary package up to ₹7 LPA
Opportunity to work with one of the world's leading IT & consulting organizations
Career growth in Finance & Accounting Operations
Exposure to global clients and international collections processes

Interested? Apply now and take the next step in your career!