Etihad Town Jobs Quality Assurance Executive Telesales:
Organization: Etihad Town
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We are looking for Quality Assurance Executive – Telesales
Summary: A Quality Assurance Executive in a TSR environment ensures service standards by monitoring agent performance, supporting floor operations, and resolving real-time queries to enhance overall quality.
Job Responsibilities:
- Monitor and evaluate inbound/outbound calls, chats, and logs for quality, accuracy, and compliance.
- Identify training needs based on call evaluations and performance gaps.
- Provide real-time support by addressing on-floor queries, addressing services, process, or communication-related queries.
- Conduct coaching and performance evaluations for new hires & to improve agents’ performance.
- Analyze customer feedback, complaints, and trends to improve service delivery.
- Work closely with team leads and management to implement quality improvement plans.
- Audit CRM and call log entries to ensure proper documentation.
- Prepare and report quality assessment and feedback logs.
- Ensure adherence to defined quality service standards and service protocols.
Education & Experience:
- Bachelor’s degree preferably Master’s in Business, Communications, or related field.
- 1-3 years of experience in telesales/client service QA or contact center operations preferably within a real estate environment.
Requirements:
- Strong knowledge of call center operations and quality monitoring tools.
- Excellent communication, listening, and interpersonal skills.
- Ability to handle floor operations and agent support efficiently.
- Proficiency in MS Office; knowledge of CRM or call recording systems is a plus.
Market competitive salary along with other perks and benefits will be offered to selected candidate. Interested and qualified candidates may apply with full confidence by sending their updated profile and latest photograph at recruitment@etihadtown.com.pk
THIS POSITION IS FOR LAHORE OFFICE