Quality Assurance Specialist

5 hours ago


Islamabad, Islamabad, Pakistan Spantronics Pvt Ltd Full time
Quality Assurance Specialist - Call Center

Job Description – Quality Assurance Specialist

The Role: Quality Assurance Specialist – Call Center

Location: Rawalpindi, Pakistan

The Team: Spantronics work with multiple USA based clients in the field of Insurance, home improvement and renewal energy. We are a fast-growing organization and expanding our call center sales and support team. You will become a part of a multinational culture having a presence in Pakistan, Philippines, and United States.

Responsibilities:

  • Review quality of work performed by agents through live monitoring and use of call recording system and applications.
  • Identifies training needs for sales team and communicate to training department as needed.
  • Provides feedback to call center team leaders and managers.
  • Work closely with the QA Manager to anticipate training needs assessments, client requirements, and commencement of the plans without a fail.
  • Track the performance of employees to identify trends and make sure they meet sales and performance goals.
  • Make sure call center employees provide complete and accurate information to callers.
  • Provide feedback to telemarketers by monitoring calls; conducting daily and weekly help sessions.
  • Directing quality initiatives by requiring adherence to quality assurance policies and procedures by developing new models and implementing changes.

What We're Looking For:

  • Effective listening and problem-solving skills
  • Excellent communication and presentation skills
  • Prior experience in Outbound Call Center is required.
  • Proven ability to manage multiple responsibilities with a high attention to detail and professionalism
  • Excellent proficiency in MS-Excel (Stats/Graphs/VLOOKUP)
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills

Work Hours: This is a permanent night shift position (7pm to 4am)

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