Call Quality Assurance Specialist
6 days ago
Location: Shahrah-e-Faisal, Karachi
Position: Quality Compliance Specialist (Call Listening)
We are seeking a dedicated and meticulous Quality Compliance Specialist to join our dynamic team. This role is crucial for maintaining the highest standards of service quality and compliance within our Call Centre operations, regulated by the Financial Conduct Authority (FCA). As a QCS, you will play a pivotal role in assessing and enhancing the performance of our Call Centre associates, ensuring our services not only meet but exceed regulatory standards and customer expectations.
Responsibilities- Quality Assurance and Compliance Monitoring: Conduct thorough assessments of FCA-regulated protocols to ensure the quality and compliance of interactions between Call Centre associates and customers.
- Call Monitoring: Systematically monitor both inbound and outbound calls to verify technical accuracy and conformity with the company's policies and procedures. Manage and book large volumes of calls, manually dial customers and subcontractors for appointments, and rearrange or swap engineers\' jobs while updating customers accordingly.
- Team Management: Efficiently manage team groups to provide prompt feedback and statistics to customer-facing agents and relevant supervisors to increase efficacy and improve the customer journey.
- Administrative Duties: Perform necessary administrative tasks, including updating and logging sheets as assigned by colleagues.
- Minimum 1 year of experience in a similar role.
- Excellent verbal, written, and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Strong time management skills.
- Ability to multi-task and successfully operate in a fast-paced, team environment.
- Must adapt well to change and successfully set and adjust priorities as needed.
- Proficiency in Microsoft Word & Excel.
- Shifts: Daytime 01:00 pm till 09:30 pm PST with alternate weekends off.
- Handsome Pay along with KPI based rewards, punctuality allowance, weekday allowance, birthday allowance, annual bonuses, anniversary bonus and several other fringe benefits.
- Opportunity to work in a dynamic and inclusive environment focused on professional growth and employee satisfaction.
Job Type: Full-time
Pay: From Rs60,000.00 per month
Experience:
- Quality Assurance: 1 year (Preferred)
Work Location: In person
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