Quality Assurance Executive – Sales

About the role

Experts Communication is looking for a detail-oriented QA Analyst – Sales to monitor and evaluate sales interactions, ensure quality standards and help improve team performance through constructive feedback, performance analysis and continuous improvement. The position is based in North Nazimabad, Karachi, on a night shift from 7:00 PM to 4:00 AM, Monday to Friday.

Key responsibilities

• Monitor and evaluate sales agents' calls and customer interactions against quality standards.
• Assess agent performance and identify areas for improvement.
• Provide constructive, actionable feedback and hold feedback sessions on evaluation results.
• Develop strategies to improve sales quality, customer experience and agent performance.
• Coach agents to help them meet performance and quality targets.
• Track individual and team performance to spot trends and recurring issues.
• Prepare and maintain quality assurance reports and performance records.
• Work with team leaders and management on quality improvement initiatives.

Required profile

• Previous experience in customer service, sales or a call center.
• Hands-on quality assurance experience, preferably in sales.
• Ability to work the night shift.

Required skills

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills; ability to give professional feedback.
• Good organization and attention to detail.
• Understanding of performance monitoring, goal setting and quality improvement.