Call Center Performance & Quality Analyst

Translation Empire PK; Saddar; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Translation Empire PK is seeking a Call Center Analyst to analyze performance, identify gaps, and design actionable plans to raise service levels across our contact center in Pakistan. You will monitor interactions and outcomes to drive data‑based improvements.

You will review escalations, listen to calls and chats, evaluate agent skills and policy adherence, and partner with leadership to implement training, process improvements, and reporting.

Responsibilities

• Conducts contact center performance analysis and create detailed action plans on where to improve performance
• Review and resolve all incoming escalations from appropriate escalation channels in a timely manner
• Responsible for listening (and viewing) to customer calls, chats and other communications, and evaluating consumer data to measure agent service skills & policy adherence
• Responsible for providing continuous process improvement recommendations to call center leadership
• Provides input to appropriate resource as it relates to training curriculum designed to develop assigned call center team members within a specific project
• Develop corresponding resource materials, on-line reference materials, process guides, and comprehension assessments to aid in the development of assigned personnel
• Responds to internal inquiries related to customer call handling or service support of specific product lines
• Conducts research on escalated calls provided by internal call center leadership, customer, and client
• Prepares reports and other reference

Job description

Translation Empire PK is seeking a Call Center Analyst to analyze performance, identify gaps, and design actionable plans to raise service levels across our contact center in Pakistan. You will monitor interactions and outcomes to drive data‑based improvements.

You will review escalations, listen to calls and chats, evaluate agent skills and policy adherence, and partner with leadership to implement training, process improvements, and reporting.