QA Analyst – Sales (Call Center)

About the role

Experts Communication is looking for a detail-oriented QA Analyst for its sales call center in North Nazimabad, Karachi. The role evaluates sales calls, maintains quality standards and helps sales agents and team leaders improve performance, customer experience and compliance. It is a night shift position, 7:00 PM to 4:00 AM.

Key responsibilities

• Monitor and evaluate sales calls and customer interactions against quality standards.
• Assess agents' performance, identify gaps and recurring issues, and give clear, constructive feedback.
• Hold one-on-one feedback sessions and coach agents to meet quality standards and targets.
• Analyze individual and team performance to spot trends and improvement opportunities.
• Prepare and maintain QA reports, evaluation records and performance analyses.
• Work with team leaders and management on quality improvement initiatives and track their progress.

Required profile

• Previous experience in a call center, sales or customer service environment.
• Hands-on QA experience, preferably in sales or call centers.
• Willingness to work the night shift from 7:00 PM to 4:00 AM.

Required skills

• Call monitoring, quality scoring, performance evaluation and improvement processes.
• Strong analytical, critical thinking and problem-solving skills.
• Excellent verbal and written communication, with the ability to coach employees professionally.
• Attention to detail, organization and report preparation.

Candidates who meet the requirements can apply through the company's application form.