Quality Assurance Analyst - Call Center

We are looking for an experienced Quality Assurance Analyst (QA) for our BPO office serving US clients. An ideal candidate must have excellent Call Center inbound/outbound experience, and exceptional writing, and listening skills. The QA will monitor outbound calls, email responses to the clients, content accuracy, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing operations quality processes and procedures as well as making recommendations for enhancements to training materials as needed to enhance the overall client's and customer’s experience.

Required Key Skills:

• Carries out the review and build KPI report of every inbound/outbound communication (e.g. calls, emails or chat), final deliverables, and business processes shared with the clients.
• Responsible for the end-to-end Quality Assurance for every inbound/outbound communication happening in the office.
• Assist with the preparation and execution of weekly call review and calibration sessions with operations staff.
• Provide reports on the agent's dialing times and key performance indicators.
• Create strategies to improve the operation team’s KPIs.
• Provide employees with training and coaching to help them improve their skills.
• Track the performance of employees to identify trends and make sure they meet sales and performance goals.
• Strong time management skills with the necessary skills to self-manage priorities
• Monitor employees to ensure they provide customer service conforming to company standards.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Qualifications:

• 2-3 years Call Center Experience
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be self-motivator and self-starter
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Creative ability & writing proficiency
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).

Job Location: Link Road Model Town, Lahore

Job Timings: Evening Shift