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Operational Excellence Analyst

3 weeks ago

Taguig, National Capital Region, Philippines Bill Gosling Outsourcing - Philippines Full time
Responsibilities

The Operational Excellence Analyst will be responsible for assessing the quality of our associates' interactions with customers, monitoring inbound and outbound calls and email responses to evaluate their demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.

This role involves working closely with senior management and operations teams to develop, create, and implement call center quality processes and procedures. You will also analyze statistical data for our incentive programs and conduct random audits on client portfolios or specific agents.

Key responsibilities include recording and communicating changes to our Quality Management System, collaborating with employees across departments to improve systems and processes, conducting audits to ensure compliance, and identifying opportunities for training on quality processes.

We are seeking a highly skilled and detail-oriented individual with excellent communication skills to fill this critical role. If you have experience working in a similar capacity and are passionate about quality assurance, we encourage you to apply.