Call Center QA Analyst: Drive Quality & Insights

Esquaremail; Karachi Division; On-site; PKR 508,000 - 608,000; Full time

Job summary

Esquaremail in Karachi's call center is seeking a QA Specialist to oversee call quality within Customer Relations and Diagnostic operations. You will monitor calls, assess performance, and contribute to quality improvements. Required is a bachelor’s degree and strong analytical, communication, reporting and documentation abilities.

Prior QA experience in a call-center environment is preferred. You will provide feedback to agents, compile weekly and monthly QA summaries, and support supervisors

Qualifications

• Bachelor's degree required.
• Strong analytical, communication, reporting and documentation abilities.
• QA experience in a call-center environment preferred.

Responsibilities

• Listen to and assess calls handled by the Customer Relations and Diagnostic teams.
• Spot performance gaps and verify adherence to SOPs.
• Maintain daily logs and generate quality reports.
• Provide feedback to agents and work with supervisors on improvement plans.
• Compile weekly and monthly QA performance summaries.
• Lead quality improvement workshops and analyze recurring issues.
• Suggest process enhancements and training requirements.

Skills

Analytical ability

Communication skills

Reporting skills

Documentation skills

QA experience (call center)

Education

Bachelor's degree

Job description

Esquaremail in Karachi's call center is seeking a QA Specialist to oversee call quality within Customer Relations and Diagnostic operations. You will monitor calls, assess performance, and contribute to quality improvements. Required is a bachelor’s degree and strong analytical, communication, reporting and documentation abilities.

Prior QA experience in a call-center environment is preferred. You will provide feedback to agents, compile weekly and monthly QA summaries, and support supervisors