Quality Assurance Specialist

7 days ago


Manila, National Capital Region, Philippines Bill Gosling Outsourcing Full time

About Us

BGO is a global leader in outsourcing solutions. We specialize in customer care, sales, and financial services.

As a Quality Assurance Analyst at Bill Gosling Outsourcing, you will play a critical role in assessing the quality of our associates' performance when interacting with customers.

The primary responsibility of this position is to monitor inbound/outbound calls and email responses to evaluate associates' demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.

You will also assist in developing, creating, and implementing call center quality processes and procedures, as well as recommending enhancements to training materials to improve the overall customer experience.

  1. Coordinate departmental activities to ensure timely completion of quality deadlines.
  2. Support senior management and operations efforts.
  3. Develop uniform and consistent procedures for all aspects of Company functions.
  4. Analyze statistical data for incentive programs.
  5. Conduct random audits on client portfolios or specific Agents and review results with management.
  6. Notify management of any malpractice by an Agent during audits.
  7. Record and communicate changes to the Quality Management System to affected departments.
  8. Work with employees to improve systems and processes.
  9. Audit the Quality Management System to identify areas of non-conformance.
  10. Identify opportunities for training on Quality processes.
  11. Champion company core values and programs.


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