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Call Monitoring Agent

This is a full-time on-site role for a Call Monitoring Agent at our location in Rawalpindi. The Call Monitoring Agent is responsible for monitoring and evaluating non-voice calls for quality purposes to ensure compliance with policies, procedures, and standards. The Call Monitoring Agent will collaborate with cross-functional teams, provide effective feedback to clients, and identify opportunities for improvement in order to enhance the customer experience.

Responsibilities and Duties:

Listen to the given recorded calls and assign proper categories.
Understand the conversation being done and act accordingly, in a timely and precise manner.
To achieve the target of work assigned by the Team Lead or any other senior.

Qualifications and Requirements:

High school diploma or equivalent is required, Bachelor's degree is a plus
Strong communication skills in English and Urdu, both verbal and written
At least 1 year of experience as a Call Monitoring Agent or Customer Service Representative in a call center environment is preferred
Knowledge of call center metrics, tools, and processes is a plus
Excellent analytical skills and attention to detail
Ability to multitask, prioritize, and manage time effectively
Ability to work effectively in a team environment, as well as independently
Able to work in NIGHT SHIFT.
Strong problem-solving and decision-making skills

Salary structure:

This is a incentive based job but still we are offering basic salary ranging from 20,000 PKR to 50,000 PKR depending upon the caliber and experience of the candidate.