QA 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!

The Interaction Analyst is tasked with call listening/analysis and delivering actionable insights for query generation, contributing to process enhancement projects using the Speech Analytics tool. This role ensures the provision of valuable insights to the client through projects.

What You'll Do

Primary Responsibilities:

• Collaborates with Business Analysts and Senior Business Analysts on team goals, offering strategic insights.
• Generates inputs from call listening that can be transformed into queries for actionable insights.
• Analyzes results and compiles data to aid in the development of queries and analytical goals in alignment with client agreements.
  
  

Experience

Mandatory:

• A background as a quality auditor with a preference for those who have provided support for process enhancement to both external and internal stakeholders.
  
  

Desirable

• A minimum of 2 years' experience in the current role, preferably engaging in projects related to customer interaction analysis or call evaluation, ideally within contact center environments.
• Experience with speech analytics platforms would be preferred.
  
  

Required Skills And Attributes

• An enquiring mind, curiosity and desire to understand ‘why’.
• Exceptional listening abilities, particularly in structured call analysis.
• The capacity to quickly grasp new technologies and the initiative to self-educate.
• Outstanding communication skills
• Well- Developed presentation skills
• Proficiency in PowerPoint and Excel
• A bachelor's degree or an equivalent qualification
  
  

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!

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

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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!