Quality Assurance Specialist - Call Center 4

Job Description – Quality Assurance Specialist

The Role: Quality Assurance Specialist – Call Center

Location: Rawalpindi, Pakistan

The Team: Spantronics work with multiple USA based clients in the field of Insurance, home improvement and renewal energy. We are fast growing organization and expanding our call center sales and support team. You will become a part of a multinational culture having a presence in Pakistan, Philippines and United States.

Responsibilities:

• Review quality of work performed by agents through live monitoring and use of call recording system and applications.
• Identifies training needs for sales team and communicate to training department as needed.
• Provides feedback to call center team leaders and managers.
• Work closely with the QA Manager to anticipate training needs assessments, client requirements, and commencement of the plans without a fail.
• Track the performance of employees to identify trends and make sure they meet sales and performance goals.
• Make sure call center employees provide complete and accurate information to callers.
• Provide feedback to telemarketers by monitoring calls; conducting daily and weekly help sessions.
• Directing quality initiatives by requiring adherence to quality assurance policies and procedures by developing new models and implementing changes.

What We’re Looking For:

• Effective listening and problem-solving skills
• Excellent communication and presentation skills
• Prior experience in Outbound Call Center is required.
• Proven ability to manage multiple responsibilities with a high attention to detail and
• professionalism
• Excellent proficiency in MS-Excel (Stats/Graphs/VLOOKUP)
• Excellent verbal, written, and interpersonal communication skills.
• Exceptional listening and analytical skills

Benefits:

• Base salary higher than the market average.
• Career path up to management level
• Annual Leaves
• Referral Bonus

Work Hours: This is a permanent night shift position (7pm to 4am)

What We’re Looking For:

• Effective listening and problem-solving skills
• Excellent communication and presentation skills
• Prior experience in Outbound Call Center is required.
• Proven ability to manage multiple responsibilities with a high attention to detail and
• professionalism
• Excellent proficiency in MS-Excel (Stats/Graphs/VLOOKUP)
• Excellent verbal, written, and interpersonal communication skills.
• Exceptional listening and analytical skills