Association: Etihad Town
📍 Location: Lahore Office
✉️ Apply Now: [email protected]
We’re Hiring: Quality Assurance Executive – Telesales
Join Our Team at Etihad Town!
We are currently seeking a dynamic and detail-oriented Quality Assurance Executive – Telesales to join our growing team. This role plays a key part in maintaining service standards, supporting on-floor operations, and enhancing overall telesales quality through performance evaluation and process improvement.
Key Responsibilities:
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Monitor and evaluate inbound/outbound calls, chats, and logs for accuracy, quality, and compliance.
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Identify training needs and performance gaps based on call evaluations.
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Provide real-time support to agents by resolving on-floor queries related to product knowledge, processes, and communication.
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Conduct coaching sessions and performance assessments, especially for new hires.
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Analyze customer feedback, complaints, and call trends to support service improvement.
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Work closely with team leads and management to implement quality enhancement initiatives.
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Audit CRM entries and call logs to ensure complete and accurate documentation.
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Maintain records of quality assessments and prepare feedback reports.
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Ensure strict adherence to service protocols and defined quality standards.
Education & Experience:
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Bachelor’s degree required (Master’s in Business, Public Relations, or a related field preferred).
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1–3 years of experience in telesales QA, client service, or contact center operations. Experience in the real estate industry is a plus.
Required Skills:
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Strong understanding of call center operations and QA tools.
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Excellent verbal and written communication skills.
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Strong listening, interpersonal, and analytical skills.
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Ability to manage on-floor agent support and real-time issue resolution.
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Proficiency in MS Office; familiarity with CRM and call monitoring systems is a plus.
🎯 What We Offer:
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Market-competitive salary
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Performance-based rewards
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A collaborative and growth-oriented work environment
Apply with confidence by sending your updated resume and a recent photograph to [email protected]
📍 Position is based in Lahore Office
