Call Quality Agent

Translation Empire; Saddar; On-site; PKR 670,000 - 1,339,000; Full time

Benefits offered by this job

Health Insurance

Annual leaves

Learning and Career Development

Job summary

Translation Empire seeks a Language Assessor to conduct English language assessments for new and existing staff, coordinating in-house and external interviews. You will QA transcribed files and develop auto-scored evaluations to ensure clear communication across teams.

You will deliver UK culture–specific training, coach pronunciation, vocabulary, and grammar, and monitor daily call quality to uphold service standards across customer interactions.

Qualifications

• Graduate degree in English or related field with language testing focus.
• 4–5 years English teaching experience, IELTS/PTE or Cambridge exams preferred.
• IELTS/CEFR/PTE certificates and British Council experience preferred.
• Experience coaching on accent and grammar is a plus.

Responsibilities

• Conduct English language assessments for new and existing employees.
• Daily call quality monitoring of all staff: 1–5 calls per day.
• Coach staff in spoken English, pronunciation, and vocabulary.
• Delivery of UK culture-specific customer service training.
• QA of transcribed files and language assessment transcripts.
• Develop and maintain auto-scored language proficiency assessments.

Skills

Pronunciation coaching

Vocabulary improvement

Written and spoken English

UK English dialect familiarity

Team player

Education

Master's or PhD in English Literature or Applied Linguistics

IELTS/PTE/TOEFL focus

IELTS/CEFR certification

Job description

Responsibilities

• A Language Assessor would be primarily responsible for conducting English language assessments [Conducting and Coordinating for New and Existing Employees, including those whom we interview](In House and 3rd Party External).
• 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, Pronunciation of the staff to improve their English by way of feedback via the QC.
• Customer Services Training Specific to UK Culture – UK English Language. Ongoing Training and Development (CPD) of customer Services Training and English Language Skills to upskill employee’s standard of English.
• Language Assessors will be responsible for QA of the Transcribed files.
• Assessor will be responsible for developing, maintaining, and managing auto-scored English language proficiency assessments to ensure our job applicants can properly communicate with customers in various countries.

Qualification

• Graduate Degree (Master/Phd) in English Literature/ Applied Linguistic, Educational Linguistics, Psychology, IELTS/PTE/TOEFL with a focus on language proficiency assessment/testing and research.
• Have at least 4–5-year experience in English Teaching preferably in IELTS/PTE or Cambridge English Exams is a must.
• Have IELTS/CEFR certification, PTE, Language certificate, Oxford English Test and British Council experience is a must.
• Experience in coaching on accent and grammar is an advantage.
• Relevant National and international experience is a definite plus.

Skills Required

• Proficient written and spoken skills in English language.
• Familiar with UK English Language dialect.
• Dedicated to assigned tasks, quick learner, team player as well as solid individual player, solution provider.
• Flexible and prepared to pursue goals through teamwork.

Benefits

• Health Insurance, Annual leaves,
• Learning and Career Development.

Timings

10 AM – 7PM

Location

DHA1, sector F, Rawalpindi