Quality Analyst at Community Phone
Job Description
This is a full-time, permanent position in the Quality Assurance (QA) category within the Media/Communications industry.The job is ideal for experienced professionals passionate about improving customer satisfaction and enhancing operational performance.
Job Summary
As a Quality Analyst, your primary responsibility will be to monitor and evaluate customer interactions to ensure compliance with company standards. You will analyze customer behavior trends, identify areas of dissatisfaction, and escalate critical issues for resolution.
This role is pivotal in maintaining high-quality standards, improving customer experiences, and supporting the company’s growth.
Key Responsibilities
Call Quality Monitoring
1. Review and assess customer calls to ensure they meet predefined quality standards.
2. Provide constructive feedback to team leads to encourage continuous improvement in performance.
Trend Analysis
1. Identify patterns in customer behavior that may lead to churn or dissatisfaction.
2. Analyze customer feedback, reviews, and CSAT (Customer Satisfaction) scores to pinpoint negative experiences.
Escalation Management
1. Highlight critical cases that require immediate intervention and follow the appropriate escalation protocols.
2. Collaborate with team leads to resolve recurring quality concerns effectively.
Reporting
1. Prepare comprehensive reports on findings, including actionable insights and areas of improvement.
2. Monitor the success of corrective actions and recommend necessary adjustments.
Continuous Improvement
1. Participate in calibration sessions to ensure alignment with organizational goals.
2. Stay updated on industry trends and integrate best practices into daily operations.
Skills and Qualifications
Required
1. Strong analytical skills with the ability to interpret complex data trends.
2. Excellent verbal and written communication skills in English (C2 Level).
3. High attention to detail and a proactive problem-solving mindset.
Preferred
1. Experience in a similar QA role, preferably in the telecom industry.
2. Proficiency in call monitoring tools, Excel, and CRM systems.
3. Familiarity with customer service metrics such as CSAT, churn rates, and quality standards.
Job Details
Job Title: Quality Analyst
Company: Community Phone
Location: Islamabad and Karachi, Pakistan
Industry: Media/Communications
Job Type: Full-Time/Permanent
Shift: First Shift (Day)
Career Level: Experienced Professional
Education: Intermediate/A-Level
Experience: Minimum 2 years in a Quality Assurance or similar role
Salary:
1. Base Salary: $380 USD per month
2. Performance Bonus: Up to $120 USD per month based on KPIs
Skills Required: Attention to detail, trend analysis, and call quality management
Why Join Community Phone?
Community Phone offers an excellent opportunity for professional growth. As a Quality Analyst, you will work in a supportive and collaborative environment, contributing to the company’s commitment to enhancing customer satisfaction.
The role provides a platform to showcase your analytical and communication skills while working with industry-standard tools.
Benefits
1. Competitive salary and performance-based bonuses.
2. Opportunities for professional development.
3. A chance to be part of a company that values innovation and quality.
How You Can Contribute
By joining Community Phone, you can:
1. Play a key role in identifying and resolving quality issues that impact customer satisfaction.
2. Bring fresh insights and strategies to improve operational performance.
3. Use your expertise to enhance the overall customer experience, ensuring that the company maintains its reputation for excellence.
Apply Now
To apply for this exciting opportunity, visit Growthify.Pk. Ensure you submit your application before February 25, 2025. Don’t miss the chance to advance your career with a growing company like Community Phone!
