Call Evaluation Specialist - Female

Shiwantek; Karachi Division; On-site; PKR 700,000 - 1,100,000; Full time

Job summary

Shiwantek is seeking a detail-oriented Quality Assurance Executive – Sales to monitor client interactions and ensure consistent communication and service quality in a software house environment.

You will review calls, messages, and emails, identify issues, and collaborate with sales and support teams to drive improvement and higher client satisfaction.

Qualifications

• Previous experience in a QA, Quality Assurance, Customer Experience, or quality-focused role.
• Strong attention to detail and observation skills.
• Excellent communication and analytical abilities.
• Ability to identify issues and inconsistencies in client interactions.
• Good organizational and record-keeping skills.
• Strong understanding of client communication and service quality.
• Ability to review calls, messages, and emails objectively.
• Proactive mindset with a strong focus on client satisfaction.
• Ability to work effectively in a fast-paced software house environment.

Responsibilities

• Review call recordings, text messages, emails, and other client interactions to assess service quality.
• Identify signs of client dissatisfaction, concerns, communication gaps, or service issues.
• Ensure communication and service standards are consistently followed.
• Maintain and regularly update client records, feedback, and quality reports.
• Identify recurring issues and highlight areas for improvement.
• Provide feedback to relevant teams to improve client communication and overall experience.
• Monitor adherence to company processes, communication standards, and quality guidelines.
• Prepare regular QA reports and share observations with management.
• Coordinate with sales and internal teams to address quality-related concerns.

Skills

Attention to detail

Communication skills

Analytical abilities

Quality assurance experience

Documentation/Record-keeping

Customer experience mindset

Job description

We are looking for a detail-oriented Quality Assurance Executive – Sales to monitor and evaluate client interactions and ensure consistent communication and service quality in a software house environment.

Key Responsibilities:

• Review call recordings, text messages, emails, and other client interactions to assess service quality
• Identify signs of client dissatisfaction, concerns, communication gaps, or service issues
• Ensure communication and service standards are consistently followed
• Maintain and regularly update client records, feedback, and quality reports
• Identify recurring issues and highlight areas for improvement
• Provide feedback to relevant teams to improve client communication and overall experience
• Monitor adherence to company processes, communication standards, and quality guidelines
• Prepare regular QA reports and share observations with management
• Coordinate with sales and internal teams to address quality-related concerns

Requirements:

• Previous experience in a QA, Quality Assurance, Customer Experience, or quality-focused role will be preferred
• Strong attention to detail and observation skills
• Excellent communication and analytical abilities
• Ability to identify issues and inconsistencies in client interactions
• Good organizational and record-keeping skills
• Strong understanding of client communication and service quality
• Ability to review calls, messages, and emails objectively
• Proactive mindset with a strong focus on client satisfaction
• Ability to work effectively in a fast-paced software house environment