Job Title: Call Quality & Performance Analyst (Night Shift)
Company: ABS International
Job Type: Full-time · On-site
Location: Gulshan-e-Iqbal 13C, Karachi, Sindh
Shift: Night Shift (6:00 PM – 2:00 AM PKT, Monday-Saturday)
About the Role
Drive service excellence as ABS International’s Night Shift Call Quality & Performance Analyst. Monitor customer interactions, analyze performance data, and elevate contact center quality standards. Make a direct impact on customer satisfaction by identifying improvement opportunities.
Key Responsibilities
- Call Quality Monitoring: Evaluate 50+ customer interactions weekly against compliance/quality benchmarks.
- Performance Analytics: Track KPIs (e.g., FCR, CSAT, AHT) to identify trends and root causes.
- Agent Development: Deliver actionable feedback and coordinate coaching sessions with Team Leads.
- Process Improvement: Implement QA best practices and training solutions with management.
- Reporting: Generate weekly/monthly performance dashboards for operational decisions.
Requirements
- Experience: 1+ years in call center QA, performance analysis, or customer service supervision.
- Technical Skills: Proficiency in call recording tools (e.g., NiceCXone, Calabrio) + MS Excel/Google Sheets.
- Analytical Aptitude: Translate data into actionable insights using pivot tables/charts.
- Communication: Fluent in English/Urdu with constructive feedback delivery skills.
- Night Shift Availability: Commit to 6:00 PM – 2:00 AM PKT schedule (Mon-Sat).
Why Join Us?
- Competitive Night-Shift Premium: Attractive salary + benefits package with shift allowances.
- Growth-Focused Culture: Structured career paths in Quality Assurance & Operations Management.
- Impact-Driven Work: Shape customer experience and agent performance directly.
- Supportive Environment: Collaborative teams with continuous learning resources.
Apply Now
Ready to elevate service quality? Submit your resume today!
Job Type: Full-time · On-site
Location: Gulshan-e-Iqbal 13C, Karachi, Sindh
Shift: Night Shift (6:00 PM – 2:00 AM PKT, Monday-Saturday)
Job Type: Full-time
Work Location: In person