Call Quality Analyst

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

Job summary

Translation Empire is seeking a Quality Assurance Analyst to monitor and evaluate customer service calls, ensuring accuracy and adherence to standards. You will provide targeted feedback, collaborate on coaching sessions, and help implement quality initiatives.

The role requires strong analytical and communication skills, experience with CRM systems, and the ability to identify trends to improve processes. On-site position based in Saddar, Pakistan.

Qualifications

• Bachelor's degree in a related field preferred.
• Experience in call quality monitoring or a similar role.
• Strong analytical and attention to detail.
• Excellent communication and interpersonal skills.
• Familiarity with CRM software and call monitoring tools.

Responsibilities

• Monitor inbound and outbound calls to assess performance and service quality.
• Evaluate customer interactions based on accuracy, communication, and standards.
• Document call evaluations and maintain performance records.
• Provide constructive feedback to agents to enhance service delivery.
• Collaborate with team leaders to design coaching sessions and trainings.
• Identify trends and patterns to recommend process improvements.
• Ensure compliance with company policies and regulations.
• Generate quality reports and present insights to management.

Skills

Analytical skills

Attention to detail

Communication skills

Interpersonal skills

Feedback & coaching

Call monitoring familiarity

CRM software proficiency

Call monitoring tools

Education

Bachelor’s degree in English Literature, Communications, or related field

Tools

CRM software

Call monitoring tools

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.