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3 weeks ago
Position Title: Quality Assurance Executive
Location: Lahore & Karachi
Shift Timings: Evening/Night (8-hour shifts)
Education: Bachelor's degree in business, Communications, or a related field (preferred but not mandatory).
Experience: 1-3 years in Quality Assurance, Call Auditing, or Sales Coaching, preferably in a Telecom Call Center.
Knowledge: Understanding of telecom services (Cable, Internet, Phone, Home Security) and related sales processes.
Key Responsibilities- Evaluate outbound and inbound sales calls for adherence to company scripts, compliance, and service standards.
- Ensure agents provide accurate information, follow proper sales techniques, and maintain professionalism.
- Verify adherence to company policies, regulatory standards, and ethical practices, including DNC (Do Not Call) regulations.
- Identify trends, strengths, and areas for improvement in agent performance through call evaluations.
- Provide constructive feedback and coaching to enhance sales representatives' performance.
- Generate detailed reports on call quality, agent performance, compliance issues, and recommended corrective actions.
- Suggest enhancements to improve customer experience, sales conversions, and call center efficiency.
- Assist trainers in developing materials and conducting sessions to address gaps in sales quality.
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