QA Evaluator

2 weeks ago

Islamabad Punjab, Pakistan WORK Full time 600,000 - 1,200,000 per year

Responsibilities
Job Description

Call Evaluation: Regularly monitor and evaluate calls to assess agent performance against predefined quality benchmarks, identifying areas for improvement.

Coaching and Feedback: Provide constructive feedback to agents based on call evaluations, focusing on improving language proficiency, communication clarity, and adherence to best practices.

Training: Conduct one-on-one or group coaching sessions to educate agents on effective communication strategies and techniques for better customer engagement.

Documentation: Maintain detailed records of call evaluations, feedback sessions, and improvement plans for individual agents.

Reporting: Collaborate with the management team to share insights and recommend strategies for improving overall team performance and customer satisfaction.

Continuous Improvement: Stay updated on industry trends and best practices in quality assurance and communication training, incorporating them into the coaching framework.

Collaboration: Work closely with team leaders and other stakeholders to align quality assurance efforts with organizational goals.

Qualifications And Skills

  • Proven experience in quality assurance or a similar role, preferably in a call center environment.
  • Exceptional verbal and written English communication
  • skills.
  • Strong analytical skills with attention to detail.
  • Ability to provide constructive feedback and coach individuals effectively.
  • Familiarity with quality assurance tools and methodologies is a plus.
  • Strong organizational and time-management skills.
  • A positive and approachable demeanor to foster a culture of learning and development.

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