Quality Anaylst -Call Center

Experts Communication is seeking a detail-oriented QA Analyst for their call center sales team based in North Nazimabad, Block A, Karachi. This role involves monitoring and evaluating sales interactions to ensure adherence to quality standards while supporting continuous improvement in team performance. The successful candidate will provide constructive feedback, analyze performance data, and collaborate with management to enhance both customer experience and agent effectiveness. This position operates on a night shift schedule from 7:00 PM to 4:00 AM, Monday through Friday, and requires in-person attendance.

Key Responsibilities

- Monitor and evaluate sales agents’ calls and customer interactions against established quality benchmarks.
- Assess individual agent performance and identify areas needing improvement.
- Deliver constructive and actionable feedback to sales agents to foster development.
- Conduct feedback sessions to review evaluation outcomes and discuss improvement strategies.
- Develop and implement strategies aimed at improving sales quality, customer satisfaction, and agent productivity.
- Support agents in meeting performance and quality targets through coaching and guidance.
- Track individual and team performance trends to identify recurring issues or opportunities.
- Prepare and maintain detailed quality assurance reports and performance documentation.
- Collaborate closely with team leaders and management to drive quality improvement initiatives.
- Promote a positive team culture that encourages continuous learning and professional growth.

Required Qualifications

- Previous experience in customer service, sales, or a call center environment is essential.
- Practical experience in quality assurance, preferably within sales operations.
- Strong analytical and problem-solving abilities to assess performance data effectively.
- Excellent communication and interpersonal skills to provide feedback professionally.
- Ability to deliver constructive criticism in a supportive and professional manner.
- Good organizational skills with keen attention to detail.
- Understanding of performance monitoring, goal setting, and quality improvement methodologies.
- Willingness and ability to work the designated night shift.

Preferred Qualifications and Benefits

Candidates with a background in sales quality assurance and a proactive approach to team development will find this role rewarding. The company offers a competitive salary ranging from Rs60,000 to Rs80,000 per month. Employees enjoy a five-day workweek with weekends off, providing a healthy work-life balance. Additional benefits include opportunities for career growth and development, company-sponsored monthly dinners, an annual company picnic, and an annual dinner event. This role requires physical presence at the office location.

This position is ideal for professionals looking to contribute to a dynamic sales environment while enhancing quality assurance processes and fostering team success.