Call Quality Agent

3 days ago

Rawalpindi Cantonment, Pakistan Translation Empire PK Full time

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.

Role Summary:

We're looking for a detail-oriented Call Quality Agent to ensure our customer interactions meet the highest standards. You'll assess calls for communication quality, professionalism, and policy compliance, helping drive excellence across our service teams.

Key Responsibilities:

  • Monitor and evaluate calls for quality and adherence to standards
  • Assess communication, professionalism, and policy compliance
  • Deliver timely, constructive feedback to agents and team leads
  • Identify improvement areas and support coaching efforts
  • Collaborate with training and operations on quality enhancements
  • Maintain documentation and contribute to call quality reports

Requirements:

  • IELTS certification or minimum 1 year experience required in same field.
  • Experience in QA, call monitoring, or customer service
  • Analytical mindset with attention to detail
  • Skilled in providing clear, tactful feedback
  • Self-motivated and well-organized
  • Familiarity with QA tools and CRM systems (a plus)

Shift Timings (Onsite, Mon-Sat): Shift: 10am to 7pm, 6 days a week

Location: DHA 1, Sector F, Rawalpindi

Salary: 50k-70k along with performance based bonuses.

Send your resumes at Mahnoor.abid@empire-groupuk.com or WhatsApp on +92 348 0890755

Seniority level
  • Seniority levelEntry level
Employment type
  • Employment typeFull-time
  • IndustriesTranslation and Localization

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