Call Evaluators Onsite Job Hiring

DRS Datatech BPO (Pvt) Ltd.; Islamabad Capital Territory; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading BPO services company in Islamabad is seeking a Call Evaluator to ensure quality in customer support operations. You will monitor customer interactions and assess agent performance based on established criteria, offering insights for improvement. Ideal candidates should have strong communication skills and a background in customer service. This role provides a great opportunity to enhance service delivery in a dynamic environment.

Qualifications

• Ability to assess agent performance based on predetermined criteria.
• Experience in a call center or customer service role is a plus.
• Knowledge of quality assurance practices is an advantage.

Responsibilities

• Monitor and evaluate customer interactions.
• Identify areas for improvement in agent performance.
• Maintain accurate records of evaluations and performance metrics.

Skills

Excellent communication skills

Analytical skills

Attention to detail

Problem-solving abilities

Ability to provide feedback

Education

High school diploma or equivalent

Bachelor's degree preferred

Job description

As a Call Evaluator at DRS Data Tech BPO, you will play a crucial role in ensuring the quality and effectiveness of our customer support operations.

You will be responsible for monitoring and evaluating customer interactions to assess agent performance, identify areas for improvement, and contribute to the overall enhancement of our service delivery.

Listen to and evaluate recorded or live customer calls for quality and compliance. Assess agent performance based on predetermined criteria and company standards. Identify opportunities for process improvements and share best practices. Maintain accurate records of evaluations and performance metrics.

Job Specification

• High school diploma or equivalent; Bachelor's degree preferred.
• Previous experience in a call center environment or customer service role is a plus.
• Excellent communication and listening skills.
• Strong analytical and problem-solving abilities.
• Attention to detail and a commitment to accuracy.
• Ability to provide constructive feedback and coaching.
• Knowledge of call center technologies and quality assurance practices is an advantage.

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