Voice Quality Assurance Agent

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

We are seeking a Voice Quality Assurance Specialist for our expanding call center operations. Ideal candidate would possess at least 1 year of QA Assurance experience from a reputed USA based BPO and be equipped with exceptionally honed listening skills.

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.
• Participate and coordinate in calibration sessions.
• Call Scoring according to call evaluation.
• Provides feedback to Sales reps, team leaders, and managers.
• Conduct feedback and training sessions for reps.
• Resolve any disputes filed by reps, TLs, and/or Managers.
• Prepares and analyses internal and external quality reports for management staff review.
• Perform any and all other duties as assigned.
• Achieve all daily and monthly KPIs.

Qualifications And Skills Needed

• Bachelor’s Degree is preferred.
• Excellent English communication skills with a good ear for American accent and 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.
• Detail oriented.
• Exceptional listening and analytical skills.
• Selection Process.
• Candidates will first go through an assessment test.
• Only those candidates who pass the assessment test will go through the next round of interviews.

What are we offering?

• Competitive salary package
• Health insurance (self & spouse)
• In-house meals provided
• Quarterly performance bonuses
• Excellent remuneration
• Health Insurance (Self & spouse)
• A chance to work with the Nation’s largest and premium BPO network.