Call Quality Assurance Analyst — Elevate Customer Service

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Lahore

On-site

PKR 600,000 - 900,000

Full time

14 days+

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Job summary

HOF Global in Lahore is seeking a detail-oriented Call QA Specialist for an on-site full-time role. You will review inbound and outbound calls to ensure a high standard of customer service and provide constructive feedback to improve team performance.

The ideal candidate has 1–2 years in a Call QA or related role, excellent listening and analytical abilities, strong written and verbal communication, and proficiency with call monitoring systems and related software.

Qualifications

1–2 years of experience in a Call QA or similar role.
Excellent listening and analytical skills.
Strong written and verbal communication skills.
Proficiency in using call monitoring systems and related software.
Ability to work independently as well as part of a team.
Detail-oriented with a focus on quality.
Strong problem-solving skills.

Responsibilities

Monitor and evaluate a selection of calls to ensure compliance with customer service standards and company policies.
Record and report findings to enhance quality and productivity.
Collaborate with team leaders to discuss trends and areas for improvement.
Provide feedback and training suggestions.
Develop quality processes and procedure
Work with management to develop quality assurance metrics and reporting.