Hiring: Contact Center Quality Analyst (Evening Shift)
Location: Karachi, Sindh, Pakistan
Are you a highly analytical and detail-oriented professional passionate about delivering exceptional customer experiences? ABS International is looking for a dedicated Contact Center Quality Analyst to join our team. In this crucial full-time, evening shift role, you'll be instrumental in elevating our service delivery, ensuring compliance, and fostering continuous improvement across our customer interactions.
About ABS International:
ABS International is a rapidly growing service provider committed to operational excellence and unparalleled customer satisfaction. We believe in nurturing talent and creating an environment where quality is paramount. Join us and contribute to a team that truly values your insights and drives continuous improvement in a fast-paced, dynamic setting.
Your Impact as a Contact Center Quality Analyst:
As a key contributor to our operations, you will actively ensure adherence to our high standards and drive positive change. Your core responsibilities will include:
- Performance Evaluation: Systematically monitor and evaluate customer service interactions (calls, chats, emails) against established quality guidelines, service standards, and regulatory requirements.
- Constructive Feedback: Identify areas for agent development, provide clear and constructive feedback, and facilitate targeted coaching opportunities with team leads.
- Process Enhancement: Collaborate with team leaders and management to develop and implement effective quality improvement initiatives and best practices.
- Data-Driven Insights: Conduct thorough analysis of interaction data, identify emerging trends, and generate actionable insights to inform operational decisions and refine training programs.
- Compliance Adherence: Ensure all customer interactions strictly adhere to internal policies and external regulations.
What We're Looking For:
We are seeking a proactive individual with:
- Experience: A minimum of 1 year of experience in Quality Assurance, Call Monitoring, or a related customer service role within a busy contact center environment.
- Analytical Prowess: Exceptional analytical skills, with a proven ability to interpret complex data, identify root causes, and translate findings into practical solutions.
- Communication Skills: Strong verbal and written communication skills, with a demonstrated ability to provide clear, concise, and impactful feedback.
- Technical Aptitude: Proficiency with relevant call monitoring software and standard office applications (e.g., Microsoft Office Suite).
- Attention to Detail: A high level of accuracy and meticulous attention to detail in all tasks.
Why Join ABS International?
- Competitive Compensation: A rewarding salary and benefits package that acknowledges your valuable contributions.
- Career Trajectory: Significant opportunities for continuous learning, skill development, and career advancement within our expanding organization.
- Supportive Culture: Work in a collaborative, supportive, and energetic team environment where your expertise makes a tangible impact.
- Meaningful Work: Play a direct and crucial role in enhancing customer satisfaction and driving operational excellence.
Shift Timings:
- Evening Shift: 5:00 PM - 2:00 AM (Pakistan Standard Time)
Ready to apply your expertise and make a significant difference in customer experience? Apply now! Join ABS International and help us consistently deliver exceptional service.
Job Type: Full-time
Work Location: In person