Call Quality & Coaching Specialist

Translation Empire Ltd; Rawalpindi Cantonment; On-site; PKR 558,000 - 781,200; Full time

Job summary

A dynamic customer service firm in Rawalpindi Cantonment, Pakistan is seeking a Call Quality Analyst. The role involves monitoring inbound and outbound calls to evaluate employee performance, providing feedback for improvement, and ensuring compliance with industry standards. The ideal candidate will have a Bachelor’s degree, strong analytical and communication skills, and experience in call quality monitoring. Join us to enhance service delivery and drive excellence in customer interactions.

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.

Responsibilities

• Monitor inbound and outbound calls to assess employee performance and service quality.
• Evaluate customer interactions based on accuracy and communication skills.
• Document call evaluations and maintain accurate records of performance metrics.

Skills

Call quality monitoring

Analytical skills

Communication skills

Interpersonal skills

Attention to detail

Feedback and coaching

Education

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

Tools

Call monitoring tools

CRM software

Job description

A dynamic customer service firm in Rawalpindi Cantonment, Pakistan is seeking a Call Quality Analyst. The role involves monitoring inbound and outbound calls to evaluate employee performance, providing feedback for improvement, and ensuring compliance with industry standards. The ideal candidate will have a Bachelor’s degree, strong analytical and communication skills, and experience in call quality monitoring. Join us to enhance service delivery and drive excellence in customer interactions.