Quality Control Analyst

3 days ago

Islamabad, Islamabad, Pakistan Translation Empire PK Full time

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Direct message the job poster from Translation Empire PK

Translation Empire PK has been offering high-quality language services since 2008, with over 2700 qualified translators covering 300 languages. We help individuals overcome language barriers and improve communication in various settings, from translating documents to providing face-to-face interpretation. Our international office is based in Islamabad, Pakistan, and we strive to be your trusted Translation Services Partner.

Job Summary:

We are seeking a Call Quality Analyst to monitor and evaluate customer service calls to ensure high-quality interactions. This role supports performance improvement by providing actionable feedback and ensuring compliance with company standards.

Key Responsibilities:

  • Monitor inbound/outbound calls for quality assurance
  • Evaluate communication, professionalism, and policy adherence
  • Provide feedback to agents and team leads
  • Identify improvement areas and assist in coaching
  • Collaborate with training teams to maintain quality standards
  • Prepare reports and document call evaluations

Requirements:

  • Strong verbal and written communication skills (Must)
  • Knowledge of the basics of QA such as NPS, CSAT, FCR, and AHT
  • Experience in QA or call center/customer service environment
  • Attention to detail and analytical mindset
  • Ability to give constructive feedback
  • IELTS certification is a plus
  • Familiarity with QA tools/CRM systems is a plus

Shift Timings (Onsite, Mon-Sat):

  • Shift: 10am to 7pm, 6 days a week
Seniority level
  • Seniority levelEntry level
Employment type
  • Employment typeFull-time
Job function
  • Job functionQuality Assurance
  • IndustriesTranslation and Localization

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