QA Analyst – Call Center / BPO (Night Shift, US Campaigns)

Ititans; Lahore; Presencial; PKR 600 000 - 1 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance (self and spouse)

Career growth opportunities

Competitive salary package

Professional and collaborative work环境

Resumo da oferta

iTitans Digital in Florida, USA, is hiring a Quality Assurance Analyst for a US-based BPO/call center environment. The role requires minimum 1 year of QA experience, excellent English, and strong listening and analytical skills. Onsite at Fortress Stadium, Lahore Cantt, with a night shift from 6:00 PM to 3:00 AM PKT.

Bachelor's degree preferred. Responsibilities include monitoring live and recorded calls, evaluating performance, generating quality reports, participating in calibration sessions,

Qualificações

• Minimum 1 year of QA experience in a US-based BPO or call center environment.
• Excellent English communication skills with a strong understanding of American accents.
• Experience in call monitoring, quality scorecards, and reporting.
• Proficiency in Microsoft Excel for reports, charts, and data analysis.
• Bachelor's degree preferred.

Responsabilidades

• Monitor and evaluate live and recorded customer calls to ensure quality standards.
• Conduct daily call evaluations and score agent performance.
• Identify performance gaps and provide constructive feedback.
• Prepare daily, weekly, and monthly quality reports.
• Participate in calibration sessions, QA meetings, and training workshops.
• Conduct coaching and feedback sessions to improve agent performance.
• Collaborate with team leaders and management to improve call quality.
• Resolve disputes related to QA scoring and evaluations.
• Analyze performance trends and share actionable insights.
• Consistently achieve daily and monthly quality KPIs.

Conhecimentos

QA experience

English communication

Listening skills

Analytical skills

Problem solving

Formação académica

Bachelor's degree

Ferramentas

Microsoft Excel

Descrição da oferta de emprego

iTitans Digital in Florida, USA, is hiring a Quality Assurance Analyst for a US-based BPO/call center environment. The role requires minimum 1 year of QA experience, excellent English, and strong listening and analytical skills. Onsite at Fortress Stadium, Lahore Cantt, with a night shift from 6:00 PM to 3:00 AM PKT.

Bachelor's degree preferred. Responsibilities include monitoring live and recorded calls, evaluating performance, generating quality reports, participating in calibration sessions,