Call Quality Analyst

Translation Empire PK; Saddar; On-site; PKR 700,000 - 1,000,000; Full time

Job summary

Translation Empire PK is seeking a QA Analyst to monitor and evaluate customer service calls, providing actionable feedback to improve quality and satisfaction. The role collaborates with team leaders to design coaching and training programs and analyzes trends to drive process improvements.

Ideal candidates will have a bachelor's degree in English/communications, strong analytical and communication skills, and experience with call monitoring tools and CRMs.

Qualifications

• Bachelor's degree in English Literature, Communications, or a related field (preferred).
• Proven experience in call quality monitoring, or a similar role.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in call monitoring tools and CRM software.
• Ability to provide constructive feedback and coaching.

Responsibilities

• Monitor inbound and outbound calls to assess employee performance and service quality.
• Evaluate customer interactions based on accuracy, communication skills, and compliance with company standards.
• Document call evaluations and maintain accurate records of performance metrics.
• Provide constructive feedback to customer service representatives to enhance communication and service delivery.
• Collaborate with team leaders to develop coaching sessions and training programs.
• Identify trends and patterns in customer interactions to recommend process improvements.
• Ensure compliance with company policies and industry regulations.
• Work with cross-functional teams to implement quality initiatives for improved customer satisfaction.
• Generate and analyze quality reports, including call quality scores and customer feedback.
• Present findings and actionable insights to management for strategic decision-making.
• Participate in calibration sessions to ensure consistency in quality assessments across teams.
• Assist in refining call scripts and communication guidelines for better customer interactions.

Skills

Analytical skills

Attention to detail

Communication skills

Feedback & coaching

Education

Bachelor's degree in English Literature/Communications (or related)

Tools

Call monitoring tools

CRM software

Job description

Responsibilities

• Monitor inbound and outbound calls to assess employee performance and service quality.
• Evaluate customer interactions based on accuracy, communication skills, and compliance with company standards.
• Document call evaluations and maintain accurate records of performance metrics.
• Provide constructive feedback to customer service representatives to enhance communication and service delivery.
• Collaborate with team leaders to develop coaching sessions and training programs.
• Identify trends and patterns in customer interactions to recommend process improvements.
• Ensure compliance with company policies and industry regulations.
• Work with cross-functional teams to implement quality initiatives for improved customer satisfaction.
• Generate and analyze quality reports, including call quality scores and customer feedback.
• Present findings and actionable insights to management for strategic decision-making.
• Participate in calibration sessions to ensure consistency in quality assessments across teams.
• Assist in refining call scripts and communication guidelines for better customer interactions.

Requirements

• Bachelor's degree in English Literature, Communications, or a related field (preferred).
• Proven experience in call quality monitoring, or a similar role.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in call monitoring tools and CRM software.
• Ability to provide constructive feedback and coaching.

Preferred Skills

• Experience in [Industry-Specific Experience, e.g., BPO, Telecommunications, Healthcare].
• Knowledge of quality assurance methodologies and best practices.
• Multilingual abilities are a plus.