Job Opportunities in Pakistan
September 11, 2024
Heytech Limited
Karachi
FULL TIME
Quality Assurance (calls)
Internationals Calls Experience is must
Position Overview:
As a Quality Assurance Specialist for Calls, you will maintain and improve the quality of customer service interactions. Your primary responsibility will be to evaluate and analyze calls to ensure they meet established quality standards and compliance requirements.
Key Responsibilities:
Gulshan e Iqbal
Morning Shift
Job Type: Full-time
Pay: Rs35,000.00 - Rs50,000.00 per month
Application Question(s):
Position Overview:
As a Quality Assurance Specialist for Calls, you will maintain and improve the quality of customer service interactions. Your primary responsibility will be to evaluate and analyze calls to ensure they meet established quality standards and compliance requirements.
Key Responsibilities:
- Listen to recorded or live calls to assess the quality of customer interactions and adherence to established procedures.
- Check and read emails for the same purpose
- Evaluate calls based on quality metrics, including accuracy, professionalism, compliance, and customer satisfaction.
- Provide constructive feedback to customer service representatives based on call evaluations. Collaborate with team leads to develop coaching plans for continuous improvement.
- Maintain detailed records of call evaluations, and emails evaluations identifying trends, areas for improvement, and commendable performance.
- Ensure that all calls align with legal and regulatory requirements, industry standards, and company policies.
- Collaborate with the training department to identify areas for additional training and development based on QA findings.
- Reporting: Generate regular reports on QA findings, trends, and performance metrics. Present insights and recommendations to management.
- Proven experience as a QA Specialist or similar role in call center operations.
- Excellent listening, analytical, and communication skills.
- Familiarity with call center software and quality monitoring tools.
- Knowledge of industry compliance standards and regulations.
- Ability to provide constructive feedback and support the continuous improvement of customer service representatives.
Gulshan e Iqbal
Morning Shift
Job Type: Full-time
Pay: Rs35,000.00 - Rs50,000.00 per month
Application Question(s):
- Do You have experience in Quality Assurance for calls and emails?
- what is your expected salary ?
- have you read or understand the full post ?
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