QA Analyst - Quality Service
QA Analyst - Quality Service
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Job Description
Join a Team Thats Passionate About Making Lives Better!
At Bill Gosling Outsourcing we believe that success starts with an amazing team. We are a global leader in outsourcing solutions we focus on making lives better one connection at a time. We provide tailored solutions to businesses around the globe specializing in customer care sales and financial services. Were looking for enthusiastic driven individuals to join our dynamic work environment where fun meets results!
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 customers experience.What Youll Do:
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 processes
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
Education: High School Diploma or Equivalent
College Diploma or University Degree
Experience: Minimum six months BGO experience in an Agent position or equivalent work experience & previous quality-related experience within or outside of the Company
Certificates Licenses & Registration: There are no personal certification licensing or registration requirements for this job
Reports to: QA Team Leader
What Were Looking For:
All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) French. Please note that Information security responsibilities are based on role.
Why Join Us
Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
Comprehensive Training: We offer extensive paid training to ensure youre equipped for success.
Team-Oriented Culture: Work in a collaborative supportive environment with peers who are passionate about what they do.
Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events we foster a lively and inclusive work environment where youll build strong connections.
State-of-the-Art Offices: Work in our modern well-equipped offices designed to enhance collaboration and productivity.
Rewarding Work: Help businesses grow while making a real difference in peoples lives!
Get to Know Us Better! Follow us to get an insider view of our team in action our values in motion and a sneak peek into what makes us an awesome place to work!
Twitter & Instagram: bgocareers
Facebook: Bill Gosling Outsourcing
LinkedIn: Bill Gosling Outsourcing
At Bill Gosling Outsourcing we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race gender age ability status or any other characteristic you are valued here.If you require accommodations at any stage of the hiring process we are happy to work with you to ensure you have the support you need just let us know.
Bill Gosling Outsourcing Where your career thrives!
Required Experience:
IC
Employment Type
Full-Time
