Call Quality Strategist

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

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.