Quality Analyst

Community Phone

Multiple Cities, Pakistan

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Posted Yesterday 198 views Report Job

PKR. 100,000 - 125,000/Month

We are seeking a detail-oriented Quality Analyst to join Community Phone. The primary role is to monitor and analyze customer interactions to ensure adherence to defined standards, identify key trends leading to customer churn or dissatisfaction, and escalate critical issues for resolution. This role is crucial to improving customer experience, enhancing operational performance, and ensuring compliance with company policies.

You will...

Call Quality Monitoring:

Review and evaluate calls to ensure adherence to established quality standards
Provide feedback to Team leads on the performance of their team to foster continuous improvement

Trend Analysis:

Identify patterns leading to customer churn through call evaluations and other relevant data
Analyze cases of negative customer experiences by examining reviews, CSAT (Customer Satisfaction) scores, and related feedback

Escalation Management:

Highlight cases that require immediate intervention and follow escalation protocols to ensure resolution
Collaborate with team leads to address recurring quality concerns

Reporting:

Prepare and present detailed reports on findings, including areas for improvement and actionable insights
Monitor the effectiveness of corrective actions and recommend adjustments as necessary.

Continuous Improvement:

Participate in calibration sessions to align QA processes with organizational goals
Stay updated with industry best practices and incorporate them into daily operations

You Have:

Strong analytical skills with the ability to interpret trends from complex data
Excellent communication skills, both verbal and written with C2 Level English
High attention to detail and a proactive problem-solving mindset

Preferred:

Experience in Quality Assurance or a similar role, preferably in the telecom industry
Proficiency in relevant tools (e.g., call monitoring software, Excel, CRM systems)
Familiarity with customer service metrics such as CSAT, churn rates, and quality standards

Compensation: