Call QA Specialist
- Lahore, Pakistan
Posted 25 days ago
About the role
About the Role
HOF Global is seeking a detail-oriented Call Quality Assurance (QA) Specialist to join our Consultancy Division. The successful candidate will be responsible for monitoring and evaluating sales and consultation calls, ensuring compliance with company standards, identifying coaching opportunities, and contributing to the continuous improvement of call quality and customer experience.
This role requires strong analytical skills, attention to detail, and the ability to provide objective, constructive feedback to support the performance and development of the sales team.
Key Responsibilities
- Monitor, evaluate, and audit inbound and outbound sales and consultation calls against predefined quality standards.
- Assess call quality based on communication, professionalism, compliance, product knowledge, objection handling, and sales techniques.
- Prepare detailed call evaluation reports and maintain accurate QA records.
- Provide constructive feedback and coaching recommendations to improve individual and team performance.
- Identify recurring trends, performance gaps, and training needs through call evaluations.
- Ensure adherence to company policies, compliance requirements, and established call handling procedures.
- Collaborate with Team Leads, Trainers, and the Operations team to enhance service quality and sales effectiveness.
- Track quality assurance KPIs and prepare weekly and monthly performance reports.
- Participate in calibration sessions to ensure consistency in quality evaluations.
- Recommend process improvements to enhance customer experience and operational efficiency.
- Maintain confidentiality of customer information and internal business data.
Requirements
- Bachelor's degree in Business Administration, Management, Communications, or a related field.
- 1–3 years of experience in Call Quality Assurance, Quality Monitoring, Customer Service QA, or a similar role.
- Previous experience in a sales, contact centre, or immigration consultancy environment will be an advantage.
- Excellent verbal and written communication skills.
- Strong listening, analytical, and observation skills.
- Ability to provide objective and constructive feedback.
- High attention to detail and strong documentation skills.
- Proficiency in Microsoft Excel and Google Sheets for reporting and analysis.
- Ability to work independently while managing multiple priorities.
Preferred Skills
- Experience using CRM systems and call recording platforms.
- Understanding of quality assurance methodologies and performance metrics.
- Familiarity with sales quality frameworks and customer service best practices.
- Strong coaching and mentoring abilities.
- Excellent time management and organizational skills.
Benefits
- Competitive salary package.
- Subsidized meals.
- Subsidized transportation for female employees.
- EOBI coverage.
- Structured training and continuous learning opportunities.
- Career growth within a dynamic and performance-driven environment.
Location: DHA Phase 8, Lahore
Job Type: Full-time, On-site
Working Hours: 11:00 AM – 8:00 PM, Monday to Saturday
Work Location: In person