Voice QA Specialist - Night Shift with Growth & Bonuses

Amigos Bpo LLC; Saddar; On-site; PKR 502,000 - 837,000; Full time

Benefits offered by this job

Health insurance (self & spouse)

In-house meals provided

Quarterly performance bonuses

Premium BPO network experience

Job summary

Amigos Bpo LLC is seeking a Voice Quality Assurance Specialist to monitor live calls, evaluate interactions, and drive QA initiatives at night. The role requires at least 1 year of QA experience in a USA-based BPO and strong English listening skills.

You will generate daily productivity reports, participate in calibration sessions, and provide actionable feedback to reps and leadership while aiming to meet all daily and monthly KPIs.

Qualifications

• Bachelor’s degree preferred.
• Excellent English communication with a good ear for American vernacular.
• Must be comfortable with working night shift.
• Excellent verbal, written, and interpersonal communication skills.
• Fast and accurate typing.
• One year experience as call center QA is a MUST.
• Excellent proficiency in MS-Excel (Stats/Graphs).
• Adaptability and detail oriented.

Responsibilities

• Perform live call monitoring and provide trend data to the site management team.
• Perform daily evaluations of customer interacting departments.
• Participate in all QA meetings, training and workshops to be aligned with the team and better understand the updates and processes.
• Making and sharing daily productivity reports.
• Coordinate in calibration sessions and call scoring.
• Provide feedback to Sales reps, team leaders, and managers.
• Conduct feedback and training sessions for reps.
• Resolve disputes filed by reps, TLs, and Managers.
• Prepare and analyze internal and external quality reports for management review.
• Perform any and all other duties as assigned.
• Achieve all daily and monthly KPIs.

Skills

Excellent English

Listening skills

Interpersonal skills

Fast typing

Analytical skills

Night shift

Education

Bachelor’s Degree

Tools

MS Excel

Job description

Amigos Bpo LLC is seeking a Voice Quality Assurance Specialist to monitor live calls, evaluate interactions, and drive QA initiatives at night. The role requires at least 1 year of QA experience in a USA-based BPO and strong English listening skills.

You will generate daily productivity reports, participate in calibration sessions, and provide actionable feedback to reps and leadership while aiming to meet all daily and monthly KPIs.