Call Center Qa Analyst

 

Description:

Experts Communication is looking for QA Analyst (Call Center) to join our team on the night shift.

 

Responsibilities:

  • Maintain and develop internal support and call center quality standards;
  • Review a subset of support agents’ conversations (call-based)
  • Assess support interactions based on internal standards;
  • Accompany evaluations with meaningful and constructive feedback;
  • Discuss and explain feedback with agents in meetings;
  • Create strategies for improvement.
  • Help agents improve their performance with specific instructions and constant support;
  • Monitor customer service performance on the agent and team levels.
  • Create reports that reflect support performance;
  • Contribute to the team culture in a positive manner.

Requirements:

  • Experience in the customer service space;
  • Proven track record of analytical skills.
  • Hands-on experience in quality assurance.
  • Great people skills and ability to communicate (negative) feedback;
  • Good organizational skills, and knowledge of goal-setting practices;
  • Problem-solving capabilities to create meaningful strategies to improve support quality.

 

 

Organization Experts Communication
Industry Call Center / BPO / KPO Jobs
Occupational Category Call Center QA Analyst
Job Location Karachi,Pakistan
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2023-11-01 4:01 am
Expires on 2024-03-31