Executive QA Specialist

5 days ago


Islamabad, Islamabad, Pakistan Touchstone Communications Full time
Job Description:

As a Senior Quality Control Manager at Touchstone Communications, you will play a key role in ensuring the highest standards of quality in our organization. Your primary responsibility will be to oversee the evaluation process for agents on assigned projects. This includes evaluating each agent using a standard QA evaluation form every month and providing feedback by coaching them during training and coaching sessions. You will also conduct regular evaluations to ensure consistency and fairness.

To succeed in this role, you must possess excellent communication and interpersonal skills, as well as strong written English skills. Flexibility in working hours, including weekends and overtime, is required. Additionally, sharp decision-making and problem-solving skills are essential for effective performance. Effective listening and analytical skills are also crucial for success in this position. At least one year of experience in Call center or QA departments is necessary to excel in this role.

Key Responsibilities:
  • Evaluate each agent on their assigned project every month using a standard QA evaluation form.
  • Provide feedback to agents by coaching them during training and coaching sessions.
  • Conduct regular evaluations of agents on assigned projects to ensure consistency and fairness.
  • Lead monthly calibration and training sessions, reviewing call recordings, and providing general feedback.


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