Job Title: Quality Assurance Specialist

Location: Onsight Rawalpindi or Remote

Department: Quality Assurance

Reports To: Quality Assurance Manager

Job Summary:

As a Quality Assurance Specialist at Global Sky BPO, you will be responsible for monitoring and evaluating the quality of our services and ensuring that we meet the highest standards of customer satisfaction. Your role will involve conducting assessments, providing feedback, and implementing improvement strategies to enhance overall service quality.

Key Responsibilities:

• Monitor and evaluate customer interactions across various channels (phone, email, chat) to ensure compliance with company standards and procedures.
• Conduct regular audits of agent performance and provide constructive feedback to help improve service quality.
• Identify trends and areas for improvement in customer service processes and recommend actionable solutions.
• Collaborate with team leaders and management to develop and implement training programs based on quality assessments.
• Prepare and present reports on quality metrics, findings, and recommendations to management.
• Assist in the development and maintenance of quality assurance guidelines and best practices.
• Participate in regular team meetings to share insights and support continuous improvement initiatives.
• Stay updated on industry trends and advancements in quality assurance methodologies.

Requirements:

• High school diploma or equivalent; a degree in business, quality assurance, or a related field is preferred.
• Previous experience in quality assurance, customer service, or a related role is advantageous.
• Strong analytical skills with the ability to interpret data and identify trends.
• Excellent communication skills, both written and verbal.
• Attention to detail and a commitment to maintaining high-quality standards.
• Proficiency in using quality assurance software and tools.
• Ability to work independently and as part of a team, with strong interpersonal skills.

Benefits:

• Competitive salary based on experience and qualifications.
• Opportunities for professional development and career advancement.
• Positive work environment focused on teamwork and collaboration.