QA Analyst: Growth & Quality Impact

Bill Gosling Outsourcing; Manila; On-site; PHP 335,000 - 469,000; Full time

Job summary

Bill Gosling Outsourcing is seeking a QA Analyst to assess the quality of interactions with customers across calls and emails. You will monitor performance, help improve training materials, and implement quality processes to enhance the customer experience.

The role reports to the QA Team Leader and requires at least a six‑month familiarity with BGO or similar quality work. A high school diploma or college degree is expected, with growth opportunities in a dynamic team.

Qualifications

• Minimum six months BGO experience in an Agent position or equivalent work experience and previous quality-related experience.
• There are no personal certification, licensing, or registration requirements for this job.
• High School Diploma or College Diploma is required.

Responsibilities

• Coordinate activities of departments to meet quality deadlines.
• Support senior management and operations.
• Create uniform procedures and systems for Company functions.
• Produce and analyze statistical data for incentive programs.
• Complete random audits on client portfolios or agents and review results with management.
• Notify management of malpractice found during audits and initiate training or actions as needed.
• Record and communicate changes to the Quality Management System to affected departments.
• Work with staff to improve systems and processes.
• Conduct audits to ensure conformance with the Quality Management System.
• Identify opportunities for training on Quality processes and ensure staff are trained and tested.
• Champion company values and programs.
• Other duties as assigned.

Education

High School Diploma or Equivalent

College Diploma or University Degree

Job description

Bill Gosling Outsourcing is seeking a QA Analyst to assess the quality of interactions with customers across calls and emails. You will monitor performance, help improve training materials, and implement quality processes to enhance the customer experience.

The role reports to the QA Team Leader and requires at least a six‑month familiarity with BGO or similar quality work. A high school diploma or college degree is expected, with growth opportunities in a dynamic team.