Teams at Bill Gosling Outsourcing

Provide first-line desktop support: troubleshoot hardware, software, and network issues; install and update systems; maintain security patches and antivirus; manage user accounts; document tickets; assist with LAN/wireless support and IT projects; deliver user training and excellent customer service.

Evaluate and audit customer conversations (phone, email, chat) against client guidelines, provide written feedback via an evaluation tool, participate in calibration and training, meet daily quality and productivity targets, and follow HR policies and client-specific procedures.

Monitor and audit inbound/outbound calls and emails to assess agent performance, accuracy, and adherence to policies; produce and analyze quality statistics; develop and implement QA processes; run audits, report non-conformance, recommend training, and coordinate corrective actions across departments.