Voice Quality Assurance Agent

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

Benefits offered by this job

Health insurance

In-house meals provided

Quarterly performance bonuses

Job summary

Amigos Bpo LLC seeks a Voice Quality Assurance Specialist for its expanding call center operations. The ideal candidate has at least 1 year of QA Assurance experience from a reputed USA-based BPO and possesses exceptional listening skills.

This role offers health insurance, in-house meals, and potential quarterly performance bonuses, with a competitive salary and opportunities to contribute to overall QA efforts.

Qualifications

• Bachelor’s degree preferred.
• Minimum 1 year QA call center experience.
• Excellent English with American vernacular.
• Comfortable with night shifts.
• Fast and accurate typing.
• MS Excel proficiency (stats/graphs).
• Strong listening and analytical skills.
• Detail oriented and adaptable.
• Excellent verbal and written communication.

Responsibilities

• Perform live call monitoring and provide trend data to the site management team.
• Perform daily evaluations of customer interacting departments.
• Participate in QA meetings, training and workshops to stay aligned with updates and processes.
• Make and share daily productivity reports.
• Coordinate calibration sessions.
• Call scoring according to call evaluation.
• 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 staff review.
• Perform any and all other duties as assigned.
• Achieve all daily and monthly KPIs.

Skills

English fluency

American accent

Night shift

Typing speed

MS Excel

Analytical skills

Listening skills

Attention to detail

Interpersonal skills

QA experience

Assessment testing

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??