Philippines Job Openings
Bill Gosling Outsourcing
Quality Assurance Analyst (22774)
Taguig
FULL TIME
October 11, 2024
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
- 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
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: Bill Gosling Outsourcing PH
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: Php25,000.00 - Php30,000.00 per month
Schedule:
- 8 hour shift
- Afternoon shift
- Day shift
- Evening shift
- Holidays
- Late shift
- Rotational shift
- Weekends
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