Quality Assurance Expert

5 days ago

Islamabad, Islamabad, Pakistan beBeeCallQuality Full time 350,000 - 550,000

We are seeking an exceptional Call Quality Evaluation Specialist to join our team.

The ideal candidate will have a strong analytical mindset and excellent communication skills to evaluate customer interactions, ensuring the highest standards of service quality and compliance.

Key Responsibilities:
  • Evaluate inbound and outbound calls to assess employee performance and service quality.
  • Analyze customer interactions based on accuracy, communication skills, and adherence to company standards.
  • Document call evaluations and maintain accurate records of performance metrics.
  • Provide constructive feedback to customer service representatives to enhance communication and service delivery.
  • Collaborate with team leaders to develop coaching sessions and training programs.
  • Identify trends and patterns in customer interactions to recommend process improvements.
  • Ensure compliance with company policies and industry regulations.
  • Work with cross-functional teams to implement quality initiatives for improved customer satisfaction.
  • Generate and analyze quality reports, including call quality scores and customer feedback.
  • Presentation of findings and actionable insights to management for strategic decision-making.
  • Participation in calibration sessions to ensure consistency in quality assessments across teams.
Qualifications:
  • Bachelor's degree in Business Administration, Communications, or a related field (preferred).
  • Proven experience in call quality monitoring, customer service, or a similar role.
  • Strong analytical skills and attention to detail.
  • Excellent communication and interpersonal skills.
  • Proficiency in call monitoring tools and CRM software.
  • Ability to provide constructive feedback and coaching.

Preferred Skills:

  • Experience in industry-specific areas such as BPO, Telecommunications, Healthcare.
  • Knowledge of quality assurance methodologies and best practices.
  • Familiarity with customer satisfaction metrics such as NPS, CSAT.
  • Multilingual abilities are beneficial.
Benefits:

This is an opportunity to work in a dynamic environment where you can utilize your analytical skills and expertise to improve customer satisfaction. You will have the chance to collaborate with cross-functional teams and contribute to the development of coaching sessions and training programs.

What We Offer:

A competitive salary package, opportunities for professional growth and development, and a collaborative work environment.

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