Call Evaluator (Quality Assurance – Telesales/BPO)

Job Summary
We are seeking a meticulous and detail-oriented Call Evaluator to join our telesales quality assurance team. In this role, you will be responsible for assessing both inbound and outbound calls to ensure our agents consistently meet high standards of customer interaction. Your evaluations will directly influence agent performance, compliance adherence, and overall conversion success. This position offers flexibility, allowing you to work remotely or from the office based on availability and company policy.

Key Responsibilities
As a Call Evaluator, you will monitor and evaluate telesales calls daily, covering a broad spectrum of inbound and outbound interactions. You will score calls using critical metrics such as compliance, product knowledge, communication skills, and soft skills. Identifying behavioral and performance gaps is essential, and you will provide structured, actionable feedback to both agents and supervisors to drive continuous improvement.

Collaboration is key in this role. You will work closely with the Training and Operations teams to address and resolve quality assurance issues effectively. Preparing and presenting daily and weekly QA reports is part of your responsibility, where you will highlight insights, trends, and areas for improvement.

You will also participate in calibration sessions to ensure consistency and fairness in call scoring across the QA team. When significant deviations or compliance risks arise, you will escalate these promptly to senior management. Additionally, based on your call analysis and observed trends, you will recommend enhancements to scripts or processes to optimize overall performance.

Required Qualifications
The ideal candidate will have 1 to 2 years of experience in a QA or Call Evaluator role within a telesales or BPO environment. Strong English communication skills and active listening abilities are essential for accurately assessing calls and delivering constructive coaching.

Familiarity with telesales workflows, CRM systems, and quality assurance tools is required to perform evaluations effectively. You must demonstrate the ability to objectively assess calls and provide clear, actionable feedback to agents. High attention to detail and excellent documentation skills are crucial for maintaining accurate records and reports.

Experience working on international sales campaigns is highly advantageous, as it will help you understand diverse customer interactions and compliance requirements.

Preferred Qualifications and Benefits
A bachelor’s degree in a relevant discipline is preferred but not mandatory. Prior experience handling US-based telesales projects will be considered a significant plus.

This role operates during US business hours, which means night shifts for candidates based in Pakistan or other parts of Asia. It is a full-time position offering a competitive monthly salary ranging from Rs100,000 to Rs200,000.

Work location options include both in-person and remote arrangements, depending on company policy and your availability. This flexibility allows you to balance your work environment preferences while contributing to a dynamic telesales quality assurance team.

This opportunity is ideal for professionals who are passionate about quality assurance and eager to support agent development within an international telesales setting. If you thrive in a role that combines detailed analysis, coaching, and collaboration, and you are comfortable working flexible hours aligned with global business operations, we encourage you to apply.