Quality Assurance Specialist (Telemarketing - Not Software)

We are seeking a meticulous and proactive Quality Assurance Executive to join our team. The ideal candidate will be responsible for evaluating agent calls to ensure compliance with quality standards and company policies. In addition, the role involves coaching and educating agents to enhance their communication skills, particularly in English, to deliver exceptional customer experiences.Key ResponsibilitiesCall Evaluation: Regularly monitor and evaluate calls to assess agent performance against predefined quality benchmarks, identifying areas for improvement.Coaching and Feedback: Provide constructive feedback to agents based on call evaluations, focusing on improving language proficiency, communication clarity, and adherence to best practices.Training: Conduct one-on-one or group coaching sessions to educate agents on effective communication strategies and techniques for better customer engagement.Documentation: Maintain detailed records of call evaluations, feedback sessions, and improvement plans for individual agents.Reporting: Collaborate with the management team to share insights and recommend strategies for improving overall team performance and customer satisfaction.Continuous Improvement: Stay updated on industry trends and best practices in quality assurance and communication training, incorporating them into the coaching framework.Collaboration: Work closely with team leaders and other stakeholders to align quality assurance efforts with organizational goals.Qualifications and SkillsProven experience in quality assurance or a similar role, preferably in a call center environment.Exceptional verbal and written English communication skills.Strong analytical skills with attention to detail.Ability to provide constructive feedback and coach individuals effectively.Familiarity with quality assurance tools and methodologies is a plus.Strong organizational and time-management skills.A positive and approachable demeanor to foster a culture of learning and development.Full time onsite role for our office located in Bahria Town Phase 6, Rawalpindi