Call Quality Analyst

2 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

We are seeking a skilled professional to join our team as a Quality Assurance Specialist. This is an excellent opportunity for someone who wants to make a meaningful contribution to ensuring high-quality interactions with customers.

Key Responsibilities:
  • Evaluate communication, professionalism, and policy adherence during inbound and outbound calls.
  • Provide constructive feedback to agents and team leads to support performance improvement.
  • Collaborate with training teams to maintain quality standards and identify areas for improvement.
  • Prepare detailed reports and document call evaluations to track progress and identify trends.

This role requires strong analytical skills, attention to detail, and the ability to communicate effectively both verbally and in writing.

Requirements:
  • Experience in a QA or call center/customer service environment.
  • Knowledge of quality assurance metrics such as NPS, CSAT, FCR, and AHT.
  • Strong verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Familiarity with quality assurance tools/CRM systems is an asset.

This is an entry-level position that offers opportunities for growth and development in a dynamic and fast-paced environment. If you are passionate about delivering exceptional customer experiences, this may be the perfect fit for you.

Working Hours:

The working hours for this position are Monday to Saturday, 10am to 7pm.

Job Function:

Quality Assurance

Industry:

Translation and Localization

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