Quality Assurance Analyst
Job Overview
Simply Connect is looking for a detail-oriented Quality Assurance Analyst to support our operations and drive continuous improvement. The Quality Assurance Analyst will oversee live call monitoring, assess agent performance, ensure adherence to client standards, and deliver actionable feedback to enhance overall sales quality. This role is essential in upholding service excellence across U.S. telecom campaigns.
Job Description
- Conduct live call monitoring and share trend analysis with site management.
- Evaluate calls and score them according to defined QA standards.
- Prepare and share daily productivity and quality reports.
- Participate in QA meetings, trainings, workshops, and calibration sessions.
- Address and resolve disputes raised by agents, Team Leads, or Managers.
- Ensure adherence to daily and monthly KPIs.
- Support management with quality insights and improvement initiatives.
Preferred Qualifications
- Prior experience in Quality Assurance within US campaigns.
- Strong understanding of call evaluations, compliance, and quality metrics.
- Excellent communication and feedback delivery skills.
- Ability to work collaboratively with sales, QA, and leadership teams.
- Comfortable working in a night shift environment.
- Proficiency in MS Excel, including reporting and analysis (graphs, stats).
- Prior experience in US Telecom campaigns is a plus
What We Offer
Annual Leaves
Permanent Employment Status
Referral Bonus
Company Transport Service
Spiff & Bonuses
Applying For
Quality Assurance Analyst
Where You Can Find Us
Present Internationally, From The US To Pakistan.
Pakistan
98% of our workforce is based in Pakistan, serving clients globally.
Where You Can Find Us
We Are In Karachi.
Pakistan
98% of our workforce is based in Pakistan, serving clients globally.