Quality Analyst - Sales (Call Center)

About the role

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

Key responsibilities

• Monitor and evaluate sales calls and customer interactions against established quality standards.
• Assess agents' performance, identify gaps, recurring issues and areas for improvement.
• Provide clear, constructive and actionable feedback, including one-on-one sessions on evaluation results and improvement plans.
• Develop and recommend strategies to improve call quality, sales performance and customer experience.
• Coach and guide agents to meet quality standards and performance targets.
• Analyze individual and team performance to identify trends and improvement opportunities.
• Prepare and maintain QA reports, evaluation records and performance analyses.
• Collaborate with team leaders and management on quality improvement initiatives and track their effectiveness.
• Promote a culture of accountability, continuous learning and performance excellence.

Required profile

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

Required skills

• Strong analytical, critical-thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to give constructive feedback and coach employees professionally.
• Understanding of call monitoring, quality scoring, performance evaluation and improvement processes.
• Proficiency in preparing reports and analyzing performance data.

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