Call Quality Assurance Specialist
Company: ABS International Location: Karachi, Sindh, Pakistan Job Type: Full-time timing 5pm-2am
Are you a meticulous professional with a passion for excellence in customer service? ABS International is seeking a dedicated Call Quality Assurance Specialist to join our dynamic team. In this pivotal role, you will be instrumental 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:
- Monitor & Evaluate: Systematically review and assess customer service calls to ensure 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:
- Minimum 1 year of experience in Quality Assurance, Call Monitoring, or a customer service role within a contact center environment.
- Exceptional analytical skills with the ability to interpret data and identify root causes.
- Strong verbal and written communication skills, with a proven ability to provide clear, concise, and constructive feedback.
- Proficiency in relevant call monitoring software (if specific, mention here, otherwise omit).
- High level of accuracy and attention to detail.
What We Offer:
- Competitive Salary & Benefits Package: Recognizing your valuable contribution.
- Professional Growth: Opportunities for continuous learning, skill development, and career advancement within a growing organization.
- Collaborative Environment: Join 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? Apply Now! Join ABS International and help us deliver exceptional customer experiences.
Job Type: Full-time
Work Location: In person