Quality Assurance Specialist Lead

3 days ago


Islamabad, Islamabad, Pakistan Touchstone Communications Full time
Job Overview

This executive-level position involves overseeing quality assurance processes to ensure exceptional customer experiences.

Responsibilities
  • Evaluate agents on assigned projects monthly using a standard QA evaluation form.
  • Provide constructive feedback through coaching sessions, focusing on areas for improvement.
  • Evaluate each agent at least 12 times per month, adhering to the standard evaluation form and updating assignments accordingly.
  • Offer qualitative and quantitative feedback periodically and at the end of each month for bonus reports, including comments against each agent's performance.
  • Conduct monthly calibration and training sessions by sharing recordings in advance and discussing calls and general feedback during the session.
Requirements
  • Excellent communication skills
  • Strong written English skills
  • Flexibility to work weekends and overtime
  • Effective decision-making abilities
  • Sharp listening skills
  • At least one year of experience in call center or QA departments


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