Ensuring Excellence in Customer Experience

7 days ago

Islamabad, Islamabad, Pakistan beBeeAnalytical Full time 60,000 - 70,000
Job Title: Quality Assurance Specialist

We are seeking a highly skilled Quality Assurance Specialist to join our team. In this role, you will be responsible for ensuring the quality of work performed by agents through live monitoring and call recording systems.

The ideal candidate will have prior experience in Outbound Call Center environments and possess excellent communication and presentation skills. They should also have proven ability to manage multiple responsibilities with high attention to detail and professionalism.

Responsibilities:
  • Review and monitor quality of work performed by agents through live monitoring and use of call recording system.
  • Identify training needs for sales teams and communicate with training department as needed.
  • Provide feedback to call center team leaders and managers.
  • Work closely with QA Manager to anticipate training needs assessments and commencement of plans.
  • Track performance of employees to identify trends and ensure they meet sales and performance goals.
  • Ensure call center employees provide complete and accurate information to callers.
  • Monitor calls and conduct daily/weekly help sessions to provide feedback to telemarketers.
Required Skills and Qualifications:
  • 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 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.
Benefits:

This is a permanent night shift position from 7pm to 4am. We offer a competitive compensation package and opportunities for career growth and development.

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