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Quality Analyst
Customer Service Call Centre
Company shared salary
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Market rate
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Based on similar roles (title + domain + location).
About the Company
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 Evaluate & audit conversations / transactions on behalf of assigned client process(es) as per pre-defined guidelines ensuring zero / minimal quality variance while maintaining productivity parameters. Quality consultant is expected to evaluate and audit telephone, email and chat communication / transaction and provide detailed feedback via an evaluation tool to the customer
Responsibilities
- ● Consistently ensure that quality variance is well below threshold and internal quality scores are exemplary
- ● Write feedback, if applicable, to enthuse performance development at an agent level and per client instructions
- ● Regularly participate in client / internal calibration calls to ensure consistency of scoring & knowledge
- ● Meet and exceed daily volume and productivity targets
- ● Successfully clear the client specific training and ensure all subsequent updates are well understood & implemented
- ● Participate in various internal/external training programs to continuously hone required skills and knowledge base.
- ● Abide by all HR policies and processes including but not limited to code of conduct, attendance, and floor discipline.
- ● Graduate or pursuing Graduation
- ● At least 6months experience in International call centre process as CSA/CSR/CSE
- ● If not international, at least 1 year call centre process as CSA/CSR/CSE in domestic process
- ● Open to work in 24X7 shift, especially Night/US shift
Benefits
- ● 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
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