Collections Quality Analyst – OTC (International Voice)

Gratitude Inc

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3 weeks ago

Collections Quality Analyst – OTC (International Voice)

1-3 Year(s)

₹ 50 - ₹ 58 Thousand p.m

Gurugram

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Job Description

Key Skills

Customer Service Reporting Root cause analysis Analytical Skills Operational Excellence Six Sigma Collections Process Presentation Skills Communication Skills Process Improvement Accounts Receivable International voice Process Call Quality Evaluation Order-to-cash Quality Assurance Analyst Proficiency in MS Excel (VLOOKUP, Pivot Tables preferred) B2b Collections

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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

Important 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.

Role

Finance Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

Accounting / Tax / Company Secretary / Audit

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Piyush Rathi

Recruiter - Gratitude Inc

NA, india

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