QA Specialist
J Telemarketing  
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Job Title:   QA Specialist
Category:   Quality Assurance (QA)
Job For:   Student/Alumni
Total Positions:   12
Job Location:   Islamabad,Rawalpindi
Gender:   Male
Age:   20 to 40 years
Minimum Education:   Bachelors
Career Level:   Experienced Professional
Minimum Experience:   2 Years year(s)
Required Travel:   Not Required
Salary Range:   PKR 20,000 to 30,000 per Month
Apply By:   Jun 13, 2014
Job Description:

Set Standards

Call center quality assurance teams are responsible for setting the quality standards for incoming and outgoing calls. In most cases, these standards only apply to call center agents, not management and supervisors. Standards set by the QA department include, but are not limited to, how the call is answered, how well the agent engaged the customer, how well the agent used available resources, whether or not the customer's issue was resolved and how the agent closed the call. The QA department also puts together a telephone script for agents to follow on each call.

Train Agents

The QA person can be required to step in to educate agents on the purpose of the team and what can be done to ensure high QA scores. He can be subjected to sessions with the team, where the required person will let the agents listen to samples of calls gone wrong and calls that went right. A few points the QA team may cover includes how to stick to the telephone script, branding the call, taking ownership of the call, avoiding dead airtime and closing the call.

Record and Listen to Calls

The QA person spends most of the day recording and listening to live telephone calls. While listening to a call, the QA representative uses a checklist to determine if the agent handles the call according to QA standards and guidelines. Based on the results of the checklist, the agent is assigned an overall score for the call and is then notified of his score.

Coaching and Feedback

Our Company has metrics that must be met each month to please its clients. These metrics include an overall QA score for the entire center. If agents are consistently receiving low scores, it brings down the overall center's score. A consistently low center score can result in lost clients. As such, agents with low QA scores receive coaching. Coaching doesn't usually mean the agent is in trouble; it simply means he gets a refresher course or tips on what it takes to get higher scores.

Required Skills:
The Candidate should posses’ excellent evaluations techniques in order to monitor and evaluate calls from the agents.
The candidates must have previous experience in a similar space in a quality assurance department of telecom or call Center Company. The Candidates should also have excellent verbal & communication skills with perfect spoken English.

Company Information
Company Name:  J Telemarketing
Company Description:
We know people want to work for a company that cares and we do. Corporate social responsibility has always been part of our heritage. We believe a company can only maintain success by making a valuable contribution to society. Getting involved in our local communities, giving something back to society and protecting the environment are activities driven by our people and supported by our culture.

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