Quality Assurance Executive - Sales

About the role

Experts Communication, a BPO and telemarketing company founded in 2016 with two branches in Karachi and more than 100 representatives, is hiring a full-time, on-site Quality Assurance Executive for its sales team in Karachi. The role monitors and evaluates sales calls and customer interactions to ensure adherence to quality standards, compliance requirements and client expectations.

Key responsibilities

• Review call recordings and score performance, identify gaps and give structured feedback and coaching to sales representatives.
• Prepare quality reports and document findings.
• Work with team leaders to implement process improvements that raise conversion rates and customer satisfaction.
• Help develop quality checklists, training materials and best practices for continuous improvement in sales operations.

Required profile

• Experience in call center, BPO or sales environments, especially in quality or supervisory roles, is highly beneficial.
• Knowledge of food technology is preferred for food or hospitality projects and clients.
• A relevant diploma or bachelor's degree in business, management or a related field is preferred.

Required skills

• Quality assurance, quality control, quality management and quality auditing.
• Analytical and reporting skills, with the ability to interpret performance data and give clear, actionable insights.
• Excellent listening, communication and feedback skills, with a collaborative approach to coaching sales teams.
• Proficiency in MS Office or similar tools for documentation, reporting and data analysis.