Collections Quality Analyst – OTC (International Voice)

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.