Call Center Quality Assurance Expert

5 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
Quality Assurance Specialist – Call Center/BPO Industry

This role is for a full-time on-site quality assurance professional.

The quality assurance executive will be responsible for ensuring the quality of calls on a day-to-day basis, focusing on quality control, quality assurance, quality management, and quality auditing.

Key Responsibilities:
  • Verify customer interactions to ensure compliance with telecom regulations and company policies.
  • Monitor agents' adherence to scripts, disclosure requirements, and compliance protocols.
  • Maintain detailed records of verified calls and submit reports on findings to stakeholders.
  • Track compliance scores and verification accuracy rates to ensure quality standards are met.
  • Provide constructive feedback to agents regarding verification failures or compliance issues.
  • Stay up to date with telecom industry regulations, call verification protocols, and client-specific requirements.
Requirements:
  • 02-2.5 years of experience in a BPO/call center, preferably in a QA, call auditing, or verification role.
  • Experience in telecom campaigns is highly preferred.
Skills & Qualifications:
  • Strong attention to detail and accuracy in verifying call information.
  • Familiarity with call monitoring tools, QA software, and telecom industry standards.
  • Good listening, analytical, and problem-solving skills.
  • Ability to provide clear and professional feedback to agents and supervisors.
  • Knowledge of compliance regulations in the telecom sector (e.g., data privacy, script adherence).
Job Details:

Job Type: Full-Time/On-Site

Shift Timings: Night Shift (08:00pm to 05:00AM) Monday to Friday

Seniority level: Entry level

Employment type: Full-time

Job function: Quality Assurance

Industries: Technology, Information and Internet

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