Job Description: QA Analyst – Sales (Call Center)

Location: North Nazimabad, Block A, Karachi

Shift: Night Shift | 7:00 PM to 4:00 AM

Job Summary

Experts Communication is looking for a detail-oriented and analytical QA Analyst – Sales to evaluate sales calls, maintain quality standards, and enhance overall team performance. The ideal candidate will identify performance gaps, provide constructive feedback, and work closely with sales agents and team leaders to improve sales effectiveness, customer experience, and compliance with quality standards.

Key Responsibilities

- Monitor and evaluate sales calls and customer interactions against established quality standards.

- Assess sales agents’ performance and identify gaps, recurring issues, and areas for improvement.

- Provide clear, constructive, and actionable feedback to sales agents.

- Conduct one-on-one feedback sessions to discuss evaluation results and improvement plans.

- Develop and recommend strategies to improve call quality, sales performance, and customer experience.

- Coach and guide agents to meet quality standards and performance targets.

- Analyze individual and team performance to identify trends and improvement opportunities.

- Prepare and maintain accurate QA reports, evaluation records, and performance analysis.

- Collaborate with team leaders and management to implement quality improvement initiatives.

- Track progress following feedback sessions and evaluate the effectiveness of improvement plans.

- Promote a culture of accountability, continuous learning, and performance excellence.

Requirements

- Previous experience in a call center, sales, or customer service environment.

- Hands-on experience in Quality Assurance, preferably within a sales or call center environment.

- Strong analytical, critical-thinking, and problem-solving skills.

- Excellent verbal and written communication skills.

- Ability to deliver constructive feedback and coach employees professionally.

- Strong attention to detail and organizational skills.

- Understanding of call monitoring, quality scoring, performance evaluation, and improvement processes.

- Ability to identify performance gaps and recommend practical solutions.

- Proficiency in preparing reports and analyzing performance data.

- Willingness to work the night shift from 7:00 PM to 4:00 AM.

How to Apply

Interested candidates who meet the above requirements are encouraged to apply and become part of the Experts Communication team.

https://expertscommunication.net/job-application?jt=QA-Analyst-Sales-(Call-Center)&p