Call Quality Agent

Translation Empire; Islamabad; On-site; PKR 350,000 - 1,400,000; Full time

Job summary

An established industry player is seeking a skilled Call Quality Agent to join their team. In this role, you will be responsible for conducting English language assessments and monitoring call quality to ensure high standards of communication. You will coach and mentor staff to enhance their spoken English, vocabulary, and pronunciation, while also providing customer service training tailored to UK culture. This position offers the opportunity to make a significant impact on employee development and service delivery in a dynamic environment focused on excellence in translation and interpretation.

Qualifications

• Graduate degree in English Literature or related fields is essential.
• Experience in language proficiency assessment and coaching is preferred.

Responsibilities

• Conduct English language assessments for new and existing employees.
• Monitor call quality and provide coaching to improve English skills.
• Develop and manage English language proficiency assessments.

Skills

Communication Skills

Language Proficiency Assessment

Coaching and Mentoring

Customer Service Training

UK English Dialect Familiarity

Education

Graduate Degree in English Literature

PhD in Applied Linguistics

Job description

Graduate Degree (Master/PhD) in English Literature/Applied Linguistics, Educational Linguistics, Psychology, IELTS/PTE/TOEFL with a focus on language proficiency assessment/testing and research.

UK's leading translation and interpretation company TRANSLATION EMPIRE is looking for an experienced Call Quality Agent with exceptional communication skills in English, for our office based in DHA1, sector F, Rawalpindi.

Timings: 10 AM - 7 PM
Location: DHA1, sector F, Rawalpindi

Responsibilities:

• A Language Assessor would be primarily responsible for conducting English language assessments, including conducting and coordinating for new and existing employees.
• Daily call quality monitoring of all employees (1-5 calls a day). The assessor will work as a team member contributing to quality service delivery.
• Coaching and mentoring of spoken English, vocabulary, and pronunciation of the staff to improve their English by providing feedback via the QC.
• Customer services training specific to UK culture and ongoing training and development (CPD) of customer services training and English language skills to upskill employees' standard of English.
• Language Assessors will be responsible for QA of the transcribed files.
• The assessor will be responsible for developing, maintaining, and managing auto-scored English language proficiency assessments to ensure job applicants can properly communicate with customers in various countries.

Job Specification

• Proficient written and spoken skills in the English language.
• Familiar with UK English language dialect.
• Dedicated to assigned tasks, quick learner, team player, and a solid individual contributor.
• Flexible and prepared to pursue goals through teamwork.

Translation and Localization - Rawalpindi, Pakistan