Quality Assurance Analyst

Join a Team That's 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. We're 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 customer's experience.

What You'll 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 We're Looking For
INFORMATION SECURITY RESPONSIBILITIES

• Identification of non-conforming processes that impact business services and/or information security and immediately inform Manager or Information Security Department
• Any access to data will only be granted to authorized parties on a need to know basis with respect to job responsibilities and employee will disseminate data to others only when authorized by Management.
• Report any/all access privileges inappropriate to job duties to Management and/or Information Security Department for correction and attend Information Security training on policies/procedures when required to do so.
• Attest in writing to knowledge of and compliance with Information Security policies and procedures prior to accessing private or restricted data.
• Role-Based security permissions, as required in Workday
• Must acknowledge and follow Acceptable Use Policy
• Must acknowledge all Assets assigned in Workday
• Will not at any time share passwords
• Must complete any/all necessary Information Security Training
• If on BYOD, must regularly update mobile device to most recent version to stay compliant

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 you're 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 you'll 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 people's 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

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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