QA Analyst | Growth & Training Focus

Bill Gosling Outsourcing - Philippines; Manila; On-site; PHP 250,000 - 420,000; Full time

Job summary

Bill Gosling Outsourcing – Philippines is seeking a Quality Assurance (QA) Analyst to assess the quality of associates handling customer interactions. The role monitors calls and emails to ensure accuracy, customer service standards, and policy compliance, while contributing to quality processes and training enhancements.

You will coordinate across departments, analyze data for incentive programs, and drive improvements in the Quality Management System to elevate the customer experience.

Qualifications

• High school diploma or equivalent required.
• College diploma or university degree required.

Responsibilities

• Coordinate activities of applicable departments to ensure quality deadlines are met.
• Support senior management and operations.
• Create uniform and consistent procedures across company functions.
• Produce and analyze statistical data for incentive programs.
• Complete random audits on client portfolios and review results with management.
• Notify management of malpractice identified in audits for training or disciplinary action.
• Communicate changes to the Quality Management System to affected departments.
• Work with departments to improve systems and processes.
• Conduct audits of Quality Management System processes to identify non-conformance.
• Identify opportunities for training on quality processes and ensure staff are trained and tested.

Education

High School Diploma or Equivalent

College Diploma or University Degree

Job description

Bill Gosling Outsourcing – Philippines is seeking a Quality Assurance (QA) Analyst to assess the quality of associates handling customer interactions. The role monitors calls and emails to ensure accuracy, customer service standards, and policy compliance, while contributing to quality processes and training enhancements.

You will coordinate across departments, analyze data for incentive programs, and drive improvements in the Quality Management System to elevate the customer experience.