Quality Assurance Analyst – US Telecom Campaign

Quality Assurance Analyst – US Telecom Campaign

Location: Shahrah e Faisal, Karachi
Timings: Night Shift (US Hours)
Job Type: Full-Time - Onsite

Simply Connect is looking for a Quality Assurance Analyst to monitor, evaluate, and improve the quality of customer interactions within our US Telecom campaign. The ideal candidate will analyze calls, assess compliance and performance, identify coaching opportunities, and help drive continuous improvement across the sales and customer service teams.

Key Responsibilities

• Monitor and evaluate customer interactions based on quality standards and campaign requirements.
• Conduct call audits and score evaluations for sales and customer service representatives.
• Ensure compliance with company policies, client requirements, and industry regulations.
• Identify trends, performance gaps, and recurring issues impacting customer experience.
• Provide detailed feedback and actionable recommendations to agents and team leaders.
• Prepare quality reports, scorecards, and performance analyses.
• Participate in calibration sessions to maintain scoring accuracy and consistency.
• Collaborate with Operations and Training teams to improve team performance.
• Track quality metrics and support continuous process improvement initiatives.
• Maintain accurate records of evaluations and quality findings.

Requirements

• 2–3 years of experience in Quality Assurance, Sales, Customer Service, or Customer Support.
• Experience working with US customers is required.
• Strong understanding of quality monitoring and performance evaluation.
• Excellent listening, analytical, and communication skills.
• Strong attention to detail and problem-solving abilities.
• Proficiency in Microsoft Excel, Google Sheets, and CRM platforms.
• Experience in a US Telecom campaign is preferred.

Preferred Qualifications

• Previous experience auditing sales or customer service calls.
• Knowledge of call center KPIs, compliance standards, and quality frameworks.
• Ability to analyze data and identify performance trends.

Benefits

• Competitive Salary Package
• Performance-Based Incentives
• Career Advancement Opportunities
• Professional Work Environment
• Ongoing Learning & Development
• Transport Facility (Where applicable)

Apply Now

hr@wesimplyconnect.com

Pay: From Rs60,000.00 per month

Application Question(s):

• Do you have at least 2 years of experience in Quality Assurance/International Sales/Customer Service, or Customer Support?
• Have you worked with US customers and evaluated or handled customer interactions in a call center environment?
• Are you available to work onsite in Karachi during night shifts (US business hours)?

Work Location: In person