Quality Assurance Specialist
Touchstone Communications, Pakistan

This is an executive level position. The prospect will be reporting to the Assistant Manager Quality Assurance. The selected candidate will be responsible for the following:
Evaluating each and every agent on their assigned project every month by using the standard QA evaluation form.
Providing feedback to the agents he evaluates by coaching them on their weak areas in the training & coaching sessions.
Evaluating every agent on the assigned project >= 12 times / month to ensure the evaluations of every agent are done using the standard evaluation form & by updating their assignments.
Providing qualitative & quantitative feedback for every assigned agent periodically & month end for the Bonus report by writing their comments on the bonus report against each agent.
Conducting monthly Calibration & Training sessions by sending the recordings one day prior and discussing the calls & general feedback in the sessions.

The Applicant must possess:
Excellent communication skills
Good written English skills
Flexibility of working on weekends as well as over time
Strong decision making skills
Sharp listening skills
At least 1 year experience working in the Call center/QA Departments