QA Executive

We are seeking a skilled and experienced International QA Analyst to join our team, focusing on evaluating and enhancing the quality of sales and customer service calls. The ideal candidate will have a background in an international call centre or BPO environment, with experience handling customers from markets such as the UK, USA, Canada, Australia, or other global regions. This role demands a strong understanding of international customer service standards, sales techniques, call evaluation, and quality monitoring. The successful candidate will play a key role in ensuring that our sales and customer service teams consistently deliver professional, effective, and high-quality interactions with customers.

Key Responsibilities
- Monitor, listen to, and evaluate inbound and outbound sales and customer service calls.
- Assess agent performance using established quality assurance scorecards.
- Evaluate communication skills, professionalism, product knowledge, objection handling, sales techniques, and customer resolution.
- Ensure agents adhere to company procedures, call guidelines, and client-specific quality standards.
- Identify performance gaps, recurring issues, and opportunities for improvement, providing constructive feedback.
- Collaborate with team leaders and managers to enhance individual and overall team performance.
- Prepare daily, weekly, and monthly quality assurance reports.
- Conduct quality calibration sessions to maintain consistency in call evaluations.

Required Qualifications
- 2-3 years of experience in Quality Assurance within an international BPO, call centre, or customer service environment.
- Proven experience auditing both sales and customer service calls.
- Familiarity with international markets, particularly the UK, USA, Canada, or Australia.
- Excellent English listening, comprehension, and communication skills.
- Strong understanding of international customer service expectations and sales practices.
- Experience working with QA scorecards, call monitoring systems, and performance reporting.
- Good analytical skills and keen attention to detail.
- Proficiency in Microsoft Excel and Google Sheets.
- Ability to provide meaningful feedback and identify opportunities for agent development.

Preferred Qualifications and Benefits
- Prior experience in an international BPO or contact centre environment.
- Experience evaluating customer satisfaction, complaint resolution, and first-call resolution metrics.
- A proactive and detail-oriented approach, with the ability to go beyond scoring calls to identify what drives successful sales and customer service interactions.
- Opportunity to work in a dynamic environment focused on continuous improvement and delivering superior customer experiences.

This is a full-time position based in DHA Phase 07, Karachi, operating on an afternoon shift aligned with UK business hours. The role requires in-person attendance, with a starting salary from Rs60,000 per month. Candidates with a passion for quality assurance and a commitment to enhancing customer interactions are encouraged to apply.