Call Quality Coach & Insights Analyst

Translation Empire PK; Islamabad; On-site; PKR 700,000 - 1,200,000; Full time

Job summary

Translation Empire PK is seeking a detail-oriented Call Quality Analyst to monitor and evaluate customer interactions, ensuring high standards of service quality and compliance. You will analyze calls, provide constructive feedback, and support continuous improvement of customer service teams.

The ideal candidate will have strong analytical skills, excellent communication, and experience with call monitoring tools and CRM software.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field (preferred).
• Experience in call quality monitoring or customer service.
• 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

Coaching feedback

Education

Bachelor's degree in Business Administration or Communications

Tools

CRM software

Call monitoring tools

Job description

Translation Empire PK is seeking a detail-oriented Call Quality Analyst to monitor and evaluate customer interactions, ensuring high standards of service quality and compliance. You will analyze calls, provide constructive feedback, and support continuous improvement of customer service teams.

The ideal candidate will have strong analytical skills, excellent communication, and experience with call monitoring tools and CRM software.