Quality Assurance Specialist

4 days ago


Lahore, Punjab, Pakistan beBee Careers Full time

**Job Overview**

We are seeking an experienced Quality Assurance Specialist to join our team.

The ideal candidate will have a strong background in quality assurance, call auditing, and sales coaching with excellent communication and analytical skills.

The successful applicant will be responsible for evaluating calls to ensure they meet company standards, providing feedback and coaching to improve sales representatives' performance, and analyzing trends to identify areas for improvement.

Key responsibilities include:

  • Evaluating calls to ensure adherence to company scripts, regulations, and service standards.
  • Verifying agents provide accurate information, use proper sales techniques, and maintain professionalism during customer interactions.
  • Guaranteeing adherence to company policies, regulatory standards, and ethical practices, including DNC regulations.
  • Analyzing trends, strengths, and areas for improvement in agent performance through call evaluations.
  • Providing constructive feedback and coaching to enhance sales representatives' performance and improve overall quality.
  • Generating detailed reports on call quality, agent performance, compliance issues, and recommended corrective actions.
  • Developing suggestions to enhance customer experience, sales conversions, and call center efficiency.

Requirements

To be successful in this role, you will need:

  • A bachelor's degree in business, communications, or a related field.
  • 1-3 years of experience in quality assurance, call auditing, or sales coaching, preferably in a telecom call center.
  • Familiarity with telecom services (cable, internet, phone, home security) and related sales processes.

What We Offer

We offer a competitive package including salary, benefits, and opportunities for professional growth and development.



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