lahore

Quality Assurance Analyst

Job Overview: 

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

Key Responsibilities:

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Performs monitors of customer care email/calls responses.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.

Job Specification: 

  • Good email writing skills
  • Strong leadership and organizational skills
  • Interpersonal skill
  • MS Office especially Excel and PowerPoint
  • Excellent written and verbal communication skills
  • Good Spoken English skill
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lahore

Plot No. 07, Aitchison Street, 1 KM Thokar Niaz Baig, Raiwind Road, Lahore 54000, Pakistan

Phone +92.111.874.874

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lahore

Quality Assurance Analyst

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lahore

Quality Assurance Analyst

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