Call Quality Assurance Specialist (Night Shift) - Karachi
ABS International is seeking a meticulous professional with a passion for excellence in customer service to join our dynamic team in Karachi as a Call Quality Assurance Specialist. This full-time, on-site role, with a 5:00 PM to 2:00 AM PKT timing, is pivotal in elevating our customer interactions and ensuring the highest standards of service delivery and compliance.
If you possess a keen eye for detail, strong analytical capabilities, and a commitment to continuous improvement, we encourage you to apply!
Key Responsibilities
As our Call Quality Assurance Specialist, you will be instrumental in enhancing service quality and operational excellence:
- Monitor & Evaluate: Systematically review and assess customer service calls to ensure strict adherence to established quality guidelines, service standards, and regulatory compliance.
- Identify & Feedback: Pinpoint areas for performance enhancement, provide constructive feedback to agents, and facilitate targeted coaching opportunities.
- Drive Improvement: Collaborate with team leaders and management to develop and implement effective quality improvement initiatives and best practices.
- Analyze & Report: Conduct thorough analysis of call data, identify trends, and generate actionable insights to inform operational decisions and training needs.
Qualifications
We are looking for a dedicated professional with:
- Experience: Minimum of 1 year of experience in Quality Assurance, Call Monitoring, or a customer service role within a contact center environment.
- Analytical Skills: Exceptional analytical abilities with the capacity to interpret data and identify root causes.
- Communication: Strong verbal and written communication skills, with a proven ability to provide clear, concise, and constructive feedback.
- Technical Proficiency: Proficiency in relevant call monitoring software.
- Attention to Detail: High level of accuracy and meticulous attention to detail.
What We Offer
Join ABS International and benefit from:
- Competitive Compensation: A competitive salary and benefits package that recognizes your valuable contribution.
- Professional Growth: Opportunities for continuous learning, skill development, and career advancement within a growing organization.
- Collaborative Environment: A supportive and vibrant team where your contributions are valued and make a real impact.
- Impactful Work: Play a direct role in enhancing customer satisfaction and operational excellence.
Ready to make a difference in customer experience? Apply now to join ABS International and help us deliver exceptional service!
Job Type: Full-time
Work Location: In person