Quality Assurance Analyst (21785)

Bill Gosling Outsourcing is committed to the career development of our people. We are a growing company with new and exciting opportunities Be a part of our team!

We are currently looking for QA Analysts to add to our Team.

Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of our associates who deals with our existing and potential customer. The QA Analyst will monitor inbound/outbound calls and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. The QA Analyst will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience.

• Key Responsibilities:

Coordinate the activities of any applicable departments to ensure that all quality deadlines are met

• Support the efforts of senior management and operations

Create uniform and consistent procedures and systems in all aspects and areas of Company functions

• Produce & analyze statistical data for Company incentive programs

Complete random audits on client portfolios or specific Agents and review results with the appropriate MC or Senior Management

• Notify the appropriate MC or senior management of any malpractice by an Agent, as identified in the audit process, so that training or disciplinary action may be undertaken as is appropriate

Record and communicate changes to the Quality Management System to all affected departments within the Company

• Work with employees in each department to improve systems and process

Conduct audits of processes of the Quality Management System to ensure systems are in place, and to identify areas of non-conformance

• Identify opportunities for training on Quality processes and ensure that staff are trained and tested to meet Company requirements

Champion company core values and other company programs

• Other duties as assigned

• WHY JOIN BILL GOSLING OUTSOURCING

Performance Bonus and Annual merit increase

• Amazing work culture where you can learn and grow

Hybrid position (you must be able to from one of our noted offices below)

• Health & dental benefits programs

• WHERE ARE WE

We have offices across the Globe Canada (Barrie, Ontario; London, Ontario; Montreal, Quebec); USA (Hampton, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK; Trinidad & Tobago; India please visit our website for additional information

• CHECK US OUT FOR YOURSELF

Twitter & Instagram: bgocareers

Facebook: BillGoslingOutsourcingPH

Website https://www.billgosling.com/careers

Apply now and wait for our recruiters to contact you or you may contact us at (+63) 917-512-2455 (BILL)

Job Type: Full-time

Pay: Php25,

• 00 - Php30,000.00 per month
  
  Schedule:
• 8 hour shift

Afternoon shift

• Day shift

Evening shift

• Holidays

Late shift

• Rotational shift

Weekends