Quality Assurance Executive

Sybrid Careers


Date: 1 week ago
City: Lahore
Contract type: Full time
  • Position Title: Quality Assurance Executive
  • Location: Lahore & Karachi
  • Shift Timings: Evening/Night (8-hour shifts)
  • Education: Bachelor's degree in business, Communications, or a related field (preferred but not mandatory).
  • Experience: 1-3 years in Quality Assurance, Call Auditing, or Sales Coaching, preferably in a Telecom Call Center.
  • Knowledge: Understanding of telecom services (Cable, Internet, Phone, Home Security) and related sales processes.

Key Responsibilities

  • Evaluate outbound and inbound sales calls for adherence to company scripts, compliance, and service standards.
  • Ensure agents provide accurate information, follow proper sales techniques, and maintain professionalism.
  • Verify adherence to company policies, regulatory standards, and ethical practices, including DNC (Do Not Call) regulations.
  • Identify trends, strengths, and areas for improvement in agent performance through call evaluations.
  • Provide constructive feedback and coaching to enhance sales representatives’ performance.
  • Generate detailed reports on call quality, agent performance, compliance issues, and recommended corrective actions.
  • Suggest enhancements to improve customer experience, sales conversions, and call center efficiency.
  • Assist trainers in developing materials and conducting sessions to address gaps in sales quality.

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