Quality Assurance Specialist

Trakcia is seeking a dedicated and detail-oriented Quality Assurance (QA) Officer to join their US Home Improvement / Home Services outbound cold-calling campaign. This full-time, on-site position is based at Pwd Housing Society and operates on a night shift from 6:00 PM to 4:00 AM Pakistan Time. The role offers a market-competitive salary based on experience. The ideal candidate will have experience in call monitoring, lead qualification, and quality assurance within a US-based outbound call center environment.

Key Responsibilities
- Monitor and evaluate agents’ calls to ensure adherence to quality standards.
- Identify performance gaps and provide constructive feedback to agents.
- Verify lead quality and ensure compliance with campaign qualification criteria.
- Monitor script adherence, objection handling, and maintain call professionalism.
- Maintain daily QA scorecards and prepare detailed performance reports.
- Detect compliance violations and escalate critical issues promptly.
- Conduct coaching sessions aimed at improving agent performance.
- Collaborate with team leaders and management to enhance overall call quality.

Required Qualifications
- Minimum of 1–2 years’ experience as a QA Officer in a US-based outbound call center campaign.
- Strong understanding of cold calling, lead qualification, and live transfers.
- Excellent English communication, listening, and analytical skills.
- Familiarity with VICIdial, call recordings, and agent performance monitoring tools.
- Knowledge of TCPA, DNC regulations, and call center compliance standards.
- Proficiency in MS Excel, Google Sheets, and QA reporting.
- Strong attention to detail, problem-solving abilities, and coaching skills.

Preferred Qualifications and Benefits
- Experience in Home Improvement, Home Services, or Lead Generation campaigns is highly preferred.
- Opportunity to work in a dynamic environment focused on delivering exceptional quality standards in the US Home Improvement industry.
- Competitive salary package commensurate with experience.
- On-site work location fostering direct collaboration with team members and management.

Join Trakcia’s team to play a vital role in maintaining high-quality standards and driving outstanding results in the outbound call center space. This is an excellent opportunity for professionals looking to advance their career in quality assurance within a specialized US campaign.