Call Quality Assurance

Call Quality Assurance Specialist
Location: DHA Phase 2, Karachi
Shift: 8:00 PM – 5:00 AM
Salary: PKR 50,000 – 80,000 per month
Job Type: Full-time | On-site

We are seeking a detail-oriented and analytically strong Call Quality Assurance Specialist to join our team. The successful candidate will be responsible for monitoring customer calls, evaluating performance against quality standards, and identifying areas for improvement. This role requires a digitally proficient individual who can ensure that all customer interactions align with the company’s expectations and compliance requirements.

Key Responsibilities
- Monitor and evaluate customer calls based on established quality standards.
- Conduct regular call audits and maintain accurate quality scoring records.
- Identify communication gaps, process inefficiencies, and compliance issues.
- Provide clear, constructive feedback to relevant teams to drive performance improvements.
- Track quality trends and highlight recurring performance gaps for management attention.
- Prepare detailed quality reports and maintain comprehensive audit documentation.
- Ensure strict adherence to company procedures, call handling protocols, and key performance indicators (KPIs).
- Collaborate closely with team leads and management to enhance overall call quality.
- Maintain consistency and accuracy in all quality assessments conducted.

Required Qualifications
- Previous experience in Call Quality Assurance, Quality Control, Call Monitoring, Customer Support, or a related field is preferred.
- Strong analytical and critical-thinking abilities to objectively assess call quality.
- Excellent verbal and written communication skills for effective feedback delivery.
- High attention to detail to ensure accuracy in evaluations and reporting.
- Proficient with digital tools, including software applications, reporting tools, and spreadsheets.
- Strong organizational and time-management skills to handle multiple tasks efficiently.
- Ability to work independently in a fast-paced environment while maintaining quality standards.

This position offers a competitive salary range of PKR 50,000 to 80,000 per month and requires the candidate to work on-site during the specified night shift. If you are committed to maintaining high-quality customer service standards and have the skills to analyze and improve call performance, we encourage you to apply.