Call Quality Assurance

Job Summary

ABS International is looking for a committed Night Shift Quality Assurance Analyst to join its team in Karachi. This role plays a crucial part in ensuring exceptional customer service during night operations by monitoring and improving contact center performance through data-driven quality assurance methods. The position requires on-site presence at the Gulshan-e-Iqbal 13C location, working Monday to Saturday from 6:00 PM to 2:00 AM PKT.

Key Responsibilities

The primary responsibility of the Quality Assurance Analyst is to evaluate customer interactions rigorously. You will be expected to assess over 50 calls or contacts weekly, ensuring each interaction meets the company’s quality standards and compliance requirements.

You will also monitor essential performance metrics such as First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Handle Time (AHT). By analyzing these key performance indicators, you will identify trends and pinpoint areas that require improvement to enhance overall contact center effectiveness.

Providing constructive and actionable feedback to agents is another vital aspect of this role. You will work closely with team leaders to organize coaching sessions aimed at boosting agent skills and performance. Your input will directly contribute to agent development and operational excellence.

Process optimization is a continuous focus. You will implement best practices in quality assurance and help design training solutions that improve efficiency and service quality.

Additionally, you will be responsible for preparing detailed weekly and monthly performance reports and dashboards. These reports will support management in making informed decisions to drive business results.

Required Qualifications

Candidates must have at least one year of experience in call center quality assurance, performance analysis, or supervisory roles. Familiarity with call recording and monitoring platforms such as NiceCXone and Calabrio is essential.

Strong proficiency in MS Excel or Google Sheets is required, including advanced functions like pivot tables and data visualization techniques to analyze and present data effectively.

Excellent communication skills in both English and Urdu are necessary. The ability to provide clear, constructive feedback to agents and collaborate with team members is critical for success in this role.

Candidates must be available to work the night shift from Monday to Saturday, between 6:00 PM and 2:00 AM PKT, and be willing to work on-site at the specified Karachi location.

Preferred Qualifications and Benefits

ABS International offers a competitive salary package that includes a night shift premium and additional benefits, reflecting the importance of this role.

There are clear opportunities for career progression within the quality assurance and operations management tracks, allowing motivated individuals to grow professionally.

This position provides a meaningful opportunity to directly impact customer experience and agent performance, contributing to the company’s reputation for service excellence.

You will be part of a collaborative and supportive work culture that encourages continuous learning and development, ensuring you have the resources needed to succeed.

Interested candidates who meet the qualifications and are eager to contribute to a high-performing contact center environment are encouraged to submit their resumes. This is a full-time, on-site role based in Karachi’s Gulshan-e-Iqbal area, with a night shift schedule from Monday through Saturday.