Call Evaluator (Quality Assurance – Telesales/BPO)

Noah Pro Max

٦ گھنٹے پہلے شائع ہوئی Report Job

PKR. 100,000 - 100,000/Month

Job Summary
We are seeking a meticulous and analytical Call Evaluator to join our BPO operations team. The ideal candidate will play a vital role in monitoring and assessing customer interactions to uphold and enhance service quality. This position involves evaluating both recorded and live calls, delivering constructive feedback to agents, and supporting initiatives aimed at improving customer satisfaction, compliance, and overall operational performance. The Call Evaluator will work closely with team leads and stakeholders to ensure consistent quality standards and contribute to continuous process improvements.

Key Responsibilities
- Listen to and assess recorded and live inbound and outbound customer calls to ensure adherence to quality standards.
- Verify that all calls meet internal benchmarks and client expectations for service delivery.
- Score calls using predefined evaluation criteria, including soft skills, product knowledge, accuracy, and compliance with policies.
- Provide detailed, actionable feedback to agents and team leads to foster ongoing performance improvement.
- Identify training gaps and recurring issues to recommend targeted coaching and process enhancements.
- Participate actively in calibration sessions with relevant stakeholders to maintain evaluation consistency and reliability.
- Maintain precise records of all call evaluations and compile periodic quality reports to track trends and outcomes.

Required Qualifications
- 1 to 2 years of experience in a Quality Assurance or Call Evaluator role within a telesales or BPO environment.
- Strong analytical abilities combined with excellent active listening skills to accurately assess call quality.
- Proficient verbal and written communication skills to effectively convey feedback and collaborate with teams.
- Familiarity with key quality metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
- Experience working with CRM platforms and call monitoring tools to facilitate evaluations.
- High attention to detail and the capability to work independently with minimal supervision.

Working Hours and Compensation
This is a full-time position requiring availability during US business hours, which corresponds to night shifts in Pakistan/Asia. The role mandates in-person attendance at the designated work location. Monthly salary ranges from Rs100,000 to Rs200,000, commensurate with experience and qualifications.

If you are passionate about driving quality assurance initiatives and possess the skills outlined above, we invite you to apply and become a key contributor to our customer experience excellence.