Job Opportunities in Pakistan
September 14, 2024
Smart Brains Technologies (Pvt) Ltd.
Rawalpindi
FULL TIME
Quality Assurance Analyst
Job Summary:
We are seeking a detail-oriented and proactive Quality Assurance Specialist to join our dynamic call center team. The ideal candidate will be responsible for monitoring and evaluating customer interactions to ensure service quality and adherence to company standards. This role involves analyzing call recordings, providing feedback to agents, and working collaboratively with management to enhance overall customer experience.
Job Title: Quality Assurance Specialist - Call Center
Key Responsibilities:
Pay: Rs30,000.00 - Rs50,000.00 per month
We are seeking a detail-oriented and proactive Quality Assurance Specialist to join our dynamic call center team. The ideal candidate will be responsible for monitoring and evaluating customer interactions to ensure service quality and adherence to company standards. This role involves analyzing call recordings, providing feedback to agents, and working collaboratively with management to enhance overall customer experience.
Job Title: Quality Assurance Specialist - Call Center
Key Responsibilities:
- Call Monitoring: Evaluate and score a sample of customer calls to assess agent performance, compliance with company policies, and adherence to quality standards.
- Feedback & Coaching: Provide constructive feedback to agents based on performance evaluations. Conduct coaching sessions to address areas of improvement and reinforce best practices.
- Reporting & Documentation: Maintain accurate records of call evaluations and performance metrics. Prepare and present reports on quality trends and areas for improvement.
- Process Improvement: Identify recurring issues and work with management to implement corrective actions and process improvements.
- Training Support: Assist in the development and delivery of training programs for new hires and existing staff, focusing on quality standards and customer service techniques.
- Customer Experience Analysis: Analyze customer feedback and call trends to identify opportunities for enhancing the overall customer experience.
- Compliance: Ensure that call center operations comply with industry regulations and company policies.
- Education: Bachelor’s degree in Business Administration, Communications, or a related field preferred.
- Experience: Minimum of [2-3] years of experience in a call center environment, with at least [1] year in a quality assurance or similar role.
- Skills:
- Strong analytical skills with attention to detail.
- Excellent verbal and written communication skills.
- Ability to provide clear, actionable feedback and coaching.
- Proficiency with call center software and quality monitoring tools.
- Knowledge of customer service principles and practices.
- Strong organizational and time-management skills.
Pay: Rs30,000.00 - Rs50,000.00 per month
We regret to inform you that this job opportunity is no longer available
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