Posted 6 days ago 37 views
Located near I.J.P. Road in Rawalpindi, this full-time, on-site position offers an opportunity to work in a dynamic environment focused on maintaining high-quality standards within a sales operation. The role requires working night shifts, with hours from 5:45 PM to 4:00 AM during summer and 6:45 PM to 5:00 AM in winter, Monday through Saturday. The successful candidate will be responsible for monitoring and evaluating calls handled by sales agents, ensuring compliance with established procedures, and contributing to continuous improvement efforts.
Key Responsibilities
- Monitor and assess calls handled by sales agents (Verifier/Closer) against quality standards, scripts, sales procedures, and compliance requirements.
- Identify communication gaps, deviations from scripts, misinformation, and areas needing improvement.
- Ensure agents adhere to approved sales processes, verification procedures, and compliance guidelines.
- Prepare detailed call evaluation reports, quality scorecards, and performance summaries.
- Provide constructive feedback and collaborate with team leaders, trainers, and operations management to resolve quality-related issues.
- Conduct regular quality audits and follow up on previously identified performance gaps.
- Maintain accurate records of evaluations, findings, and quality trends.
- Support initiatives aimed at enhancing operational efficiency and improving the customer experience.
Required Qualifications
- Minimum of one year of experience in Quality Assurance within a BPO, call center, insurance, or sales environment.
- Strong knowledge of call monitoring, quality scorecards, sales scripts, and call evaluation standards.
- Excellent English communication and listening skills.
- Strong analytical, observational, and reporting abilities.
- Ability to identify compliance violations, process gaps, and inconsistencies in performance.
- Proficiency in Microsoft Excel, Google Sheets, or similar reporting tools.
- Capability to provide professional feedback and work collaboratively with operations teams.
- High attention to detail, integrity, and a results-oriented mindset.
Preferred Qualifications and Benefits
- Experience working on insurance-related campaigns such as ACA, Medicare, Final Expense, or other insurance sales operations.
- Previous experience auditing sales, verification, or customer service calls.
- Familiarity with quality assurance metrics, agent scorecards, conversion rates, and compliance monitoring.
- Monthly salary range between Rs35,000 and Rs70,000.
Working Conditions
- Location: Near I.J.P. Road, Rawalpindi.
- Work arrangement: On-site only.
- Shift: Night shift.
- Working days: Monday to Saturday.
Candidates must be willing to work in person and possess strong English language skills. This role is ideal for professionals seeking to leverage their quality assurance expertise in a fast-paced sales environment while contributing to operational excellence and customer satisfaction.
Skills
Job Details
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