Quality Assurance Analyst

Job Title: Quality Assurance Analyst – (US Voice Campaign)
Location: Shahrah e Faisal, PECHS, Block 6, Karachi
Shift: Night Shift | 9:00 PM – 6:00 AM
Campaign: US Telecom

Job Description:
We are looking for a Quality Assurance Analyst to join our team. You will monitor customer calls, evaluate agent performance, and ensure that every interaction meets company and compliance standards. Your feedback will help improve the customer experience and support the team's growth.

Responsibilities:

• Monitor inbound and outbound customer calls for quality, accuracy, and compliance.
• Score calls using QA guidelines and provide actionable feedback to agents.
• Identify trends, strengths, and areas for improvement in agent performance.
• Ensure adherence to US Telecom standards and company policies.
• Maintain accurate records and generate QA reports.
• Collaborate with team leads to recommend process improvements.