Offer summary

Qualifications:

Strong analytical skills to evaluate and audit communications effectively., Excellent written communication skills for providing feedback., Ability to meet productivity targets and maintain quality standards., Familiarity with customer service processes and quality assurance methodologies..

Key responsibilities:

Evaluate and audit conversations and transactions for quality assurance.

Provide detailed feedback to agents to enhance performance.

Participate in calibration calls to ensure scoring consistency.

Meet daily volume and productivity targets while adhering to guidelines.

Job description

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

What You'll Do:

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.

What We're Looking For:

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French. Please note that Information security responsibilities are based on role

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

Website – https://www.billgosling.com/careers

By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s Privacy Policy and consent to the collection, use, and storage of personal information in accordance with the policy.

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!

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