Job Description
Job Role:
Quality Assurance Specialist-BPO
Work Location:
Lahore
Job Responsibilities:
- Experience in Quality Assurance in Outbound Campaign
- Perform live call monitoring and provide trend data to the site management team.
- Perform daily evaluations of customer interaction departments
- Participate in all QA meetings, training and workshops to be aligned with the team and better understand the updates and processes
- Making and sharing daily productivity reports
- Listening to calls and making process improvements
- Participate and coordinate in calibration sessions
- Call Scoring according to call evaluation
- Provides feedback to Sales reps, team leaders, and managers
- Conduct feedback and training sessions for reps
- Resolve any disputes filed by reps, TLs, and/or Managers
- Prepares and analyses internal and external quality reports for management staff review
- Perform any other duties as assigned
- Achieve all daily and monthly KPIs
