Quality Assurance Analyst (Call Center / BPO)

Ititans; Lahore; On-site; PKR 600,000 - 1,100,000; Full time

Benefits offered by this job

Health insurance (self and spouse)

Career growth opportunities

Competitive salary package

Professional and collaborative work环境

Job summary

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,

Qualifications

• 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.

Responsibilities

• 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.

Skills

QA experience

English communication

Listening skills

Analytical skills

Problem solving

Education

Bachelor's degree

Tools

Microsoft Excel

Job description

iTitans Digital is a technology and software development company headquartered in Florida, USA. We specialize in building innovative digital products, custom software solutions, web and mobile applications, and scalable technology platforms that help businesses streamline operations, improve efficiency, and accelerate growth.

About the Role:

We are hiring an experienced Quality Assurance Analyst (Call Center / BPO) to join our growing team.

The ideal candidate should have at least 1 year of QA experience in a US-based BPO or call center environment, excellent English communication skills, exceptional listening abilities, and a strong understanding of call monitoring and quality evaluation.

• Office Location: Fortress Stadium, Lahore Cantt
• Shift Timings: 6:00 PM - 3:00 AM PKT (Night Shift)
• Employment Type: Full-Time | Onsite
• Experience: Minimum 1 Year in Call Center QA

Responsibilities

• 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.

Requirements

• Minimum 1 year of experience in Call Center Quality Assurance (mandatory).
• Experience working on US-based BPO campaigns preferred.
• Bachelor's degree preferred.
• Excellent English communication skills with a strong understanding of American accents.
• Exceptional listening, analytical, and problem-solving skills.
• Experience in call monitoring, quality scorecards, and reporting.
• Proficiency in Microsoft Excel, including reports, charts, and data analysis.
• Strong attention to detail and interpersonal skills.
• Ability to work independently and collaborate effectively.
• Must be comfortable working the 6:00 PM - 3:00 AM PKT night shift.

What We Offer

• Competitive salary package
• Health insurance (self and spouse)
• Professional and collaborative work environment
• Career growth and development opportunities