Quality Assurance Analyst (QA-Female)

Brandix Soft (Pvt.) Ltd. is a leading digital marketing agency with years of experience delivering high-quality SEO, Digital Marketing, Development, GMB Optimization, Google Ads Management, and other IT services to clients in the UK, US, and Canada.

Job Description

We are seeking an experienced and detail-oriented Quality Assurance Analyst to join our dynamic team. In this role, you will be crucial in maintaining and enhancing the quality of our client interactions and internal processes. The ideal candidate will possess excellent call center experience, exceptional analytical and communication skills, and a passion for driving continuous improvement.

Key Responsibilities:

• Conduct end-to-end quality assurance for all inbound/outbound communications, including calls, emails, and chats.
• Perform evaluations and prepare detailed reports on agent performance, final deliverables, and business processes.
• Develop, create, and implement effective quality assurance processes and procedures.
• Assist in preparing and leading weekly call review and calibration sessions with the operations team.
• Analyze and report on key performance indicators (KPIs), including agent dialing times, conversion rates, and customer satisfaction metrics.
• Develop and implement strategies to improve team KPIs and overall service quality.
• Provide targeted training, coaching, and feedback to agents to help them improve their skills and performance.
• Track employee performance trends to ensure they meet sales, service, and performance goals.
• Monitor customer service interactions to ensure adherence to company quality standards.
• Prepare and present internal and external quality reports for management review.

Required Skills & Qualifications:

• Experience: 1-2 years of experience in a call center environment, with a focus on quality assurance.
• Communication: Excellent verbal, written, and interpersonal communication skills.
• Analytical Skills: Exceptional listening and analytical skills with a keen eye for detail.
• Customer Focus: A strong dedication to exceptional customer service and quality assurance.
• Technical Proficiency: Proficient in Microsoft Office (Intermediate Word, Basic Excel).
• Soft Skills:
• Self-motivated, proactive, and able to work independently.
• Strong time management and prioritization skills.
• Ability to multitask and thrive in a fast-paced, team-oriented environment.
• Adapts well to change and can adjust priorities effectively.
• Creative problem-solving ability and writing proficiency.
• Ability to interact effectively with people at all levels, both inside and outside the company.

Shift Timings: (1pm-10pm) Mon-Fri
Job Type: Full-Time (Onsite)
Address: Ofc No: 402 & 403, 4th Floor Al-Hafeez Shopping Mall, Gulberg III, Lahore.

Job Type: Full-time

Pay: Rs40,000.00 - Rs60,000.00 per month

Experience:

• inbound & outbound calling: 1 year (Required)

Language:

• English Fluently? (Required)

Location:

• Lahore (Required)

Work Location: In person