Call Quality & Coaching Analyst

Translation Empire Ltd; Rawalpindi Cantonment; On-site; PKR 558,000 - 669,600; Full time

Job summary

A customer service organization in Rawalpindi Cantonment is seeking a detail-oriented Call Quality Analyst. In this role, you will monitor and evaluate customer interactions, ensuring the highest standards of service quality and compliance. Your strong analytical skills and communication abilities will be key in providing constructive feedback to support our customer service teams. Ideal candidates have experience in call quality monitoring and a bachelor's degree in a relevant field, and are proficient in call monitoring tools.

Qualifications

• Bachelor’s degree in a relevant field preferred.
• Experience in call quality monitoring or customer service.
• Strong analytical and communication skills.

Responsibilities

• Monitor and evaluate customer interactions to ensure quality.
• Document call evaluations and maintain performance records.
• Provide constructive feedback to enhance service delivery.

Skills

Analytical skills

Communication skills

Interpersonal skills

Attention to detail

Education

Bachelor’s degree in Business Administration, Communications, or related field

Tools

Call monitoring tools

CRM software

Job description

A customer service organization in Rawalpindi Cantonment is seeking a detail-oriented Call Quality Analyst. In this role, you will monitor and evaluate customer interactions, ensuring the highest standards of service quality and compliance. Your strong analytical skills and communication abilities will be key in providing constructive feedback to support our customer service teams. Ideal candidates have experience in call quality monitoring and a bachelor's degree in a relevant field, and are proficient in call monitoring tools.