Call Center Qa Specialist

Description:

Ingenious Professionals is looking for a dedicated Call Center QA Specialist to join our team and contribute to maintaining excellence in service delivery within the US Healthcare industry. This position offers an exciting opportunity for individuals with prior QA experience in a US Healthcare call center, looking to apply their expertise in a dynamic, results-driven environment. The role is based in Karachi and requires availability for night shifts to align with US working hours.

As a Call Center QA, you will be responsible for assessing the performance of call center agents, ensuring that service delivery meets the highest standards of quality, compliance, and customer satisfaction. You will play a pivotal role in identifying areas for improvement, providing feedback, and coaching agents to enhance their performance.

Key Responsibilities:

• Evaluate and assess call center agents’ performance in delivering US Healthcare services

• Conduct quality checks and audits on customer interactions, ensuring compliance with US healthcare standards

• Analyze call data, identify performance trends, and recommend process improvements

• Provide feedback, coaching, and training to agents to ensure continuous improvement and quality enhancement

• Investigate and analyze customer complaints or concerns, ensuring resolutions meet quality standards

• Develop and implement QA processes and reporting systems to monitor service quality

• Collaborate with the team and management to address any discrepancies or quality concerns

Requirements:

• 6 months to 1 year of prior QA experience in a US Healthcare call center (generic QA experience will not be considered)

• Strong analytical, investigation, and trend identification skills

• Exceptional communication skills (both verbal and written)

• Experience in providing effective feedback, coaching, and training to improve agent performance

• Ability to work during night shifts (US timings)

• A detail-oriented mindset with the ability to assess and track performance against key performance indicators (KPIs)

• Based in Karachi and available to work night shifts (US timings)

What We Offer:

• Competitive salary with performance-based incentives

• Growth opportunities within the organization

• Attractive benefits and a collaborative work environment