The key role of call center quality assurance is ensuring that the agents provide quality service in line with the organizational objectives. Optimized quality assurance increases agents ’ efficiency through behavior modification, enhanced quality service to customers and improved close rates. It is important to have a robust quality assurance program, creating a team of analysts and understanding their roles and responsibilities

QUALITY ANALYST ROLES & RESPONSIBLITIES Here are essential functions and tasks of a quality assurance team:

1. Developing Evaluation Programs

2. Keeping track of the key industry trends

3. Monitoring Customer Interactions

4. Calibration Sessions

5. Utilization of Technology

6. Training and Coaching

7. Compliance Monitoring 

8. Driving Innovation and Optimizing Processes

9. Competition Analysis

10. Agent Engagement

11. Revenue Growth

12. Improving Overall Contact Center Efficiency

Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
2 Years (The candidate applying for the post of Quality Analyst needs to have a minimum experience of 2 years as a Quality Analyst in BPO)
Apply Before:
Oct 13, 2022
Posting Date:
Sep 12, 2022

IRM Communications (Pvt) Ltd.

BPO · 51-100 employees - Islamabad

IRM Communications (pvt) Ltd. is a subsidiary of IRM Group of Companies is looking for employees for its UAE based project in Islamabad. Employees having BPO experience are encouraged to apply for the post. ,

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