Quality Assurance Analyst - Night Shift

About the role

Simply Connect is looking for a detail-oriented Quality Assurance Analyst in Karachi to support its operations and drive continuous improvement. The analyst oversees live call monitoring, assesses agent performance, ensures adherence to client standards and gives actionable feedback to improve sales quality on U.S. telecom campaigns. The position is a night-shift role.

Key responsibilities

• Conduct live call monitoring and share trend analysis with site management.
• Evaluate calls and score them according to defined QA standards.
• Prepare and share daily productivity and quality reports.
• Take part in QA meetings, trainings, workshops and calibration sessions.
• Resolve disputes raised by agents, team leads or managers.
• Ensure adherence to daily and monthly KPIs.
• Support management with quality insights and improvement initiatives.

Required profile

• Prior experience in Quality Assurance within U.S. campaigns; prior experience in U.S. telecom campaigns is a plus.
• Strong understanding of call evaluations, compliance and quality metrics.
• Excellent communication and feedback delivery skills.
• Ability to work with sales, QA and leadership teams.
• Comfortable working in a night-shift environment.

Required skills

• Proficiency in MS Excel, including reporting and analysis (graphs, statistics).

What we offer

• Permanent employment status.
• Annual leaves.
• Referral bonus and spiff bonuses.
• Company transport service.