Quality Assurance Specialist

99 Technologies is hiring Quality Assurance Specialist for its Bahria town, Phase 4, Rawalpindi office.

The Call Center Quality Assurance Specialist would be responsible for evaluating agent performance, monitoring interactions, and implementing quality control measures in a B2B sales environment, ensuring customer satisfaction and adherence to industry standards. The incumbent would primarily focus on identifying areas for improvement, analyzing trends, and providing recommendations to enhance overall quality and customer experience.

Key Responsibilities:

• Call Monitoring and Evaluation:Listen to calls and review interactions to assess agent performance against quality standards.
• Performance Analysis and Reporting:Analyze trends, identify areas for improvement, and generate reports for management review.
• Agent Coaching and Training:Provide constructive feedback and support to agents, helping them improve their skills and performance.
• Compliance and Data Protection:Ensure all interactions adhere to data protection regulations and industry best practices.
• Process Improvement:Recommend and implement changes to processes and procedures to enhance quality and efficiency.
• Customer Experience Optimization:Focus on creating a positive customer experience through quality assurance efforts.

Skills and Qualifications:

• Proven experience: Prior experience of at least 2 years working in QA role for US based call center.
• Strong communication and interpersonal skills: Ability to effectively communicate with agents and stakeholders.
• Analytical skills: Ability to analyze data, identify trends, and make data-driven recommendations.
• Attention to detail: Ability to carefully review interactions and identify areas for improvement.
• Customer service experience: Understanding of customer service principles and best practices.
• Knowledge of call center operations: Familiarity with call center technology and processes.
• Problem-solving skills: Ability to identify and resolve quality issues.
• Excellent listening skills: Ability to effectively listen to and understand customer and agent interactions.
• Proficiency with Microsoft Office Suite: Ability to use Word, Excel, and other Microsoft Office applications.

Job Type: Full-time

Experience:

• QA: 2 years (Preferred)

Work Location: In person

Information :

• Company : 99 Technologies
• Position : Quality Assurance Specialist
• Location : Rawalpindi Gpo
• Country : PK