Group: Etihad Town
📍 Location: Lahore Office
📣 We’re Hiring: Quality Assurance Executive – Telesales
Come join us and be part of a growing team!
Job Summary:
As a Quality Assurance Executive (Telesales), you will play a key role in maintaining service standards by monitoring telesales agents, providing real-time floor support, and driving improvements in customer experience.
Key Responsibilities:
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Monitor and evaluate inbound/outbound calls, chats, and logs for quality, accuracy, and compliance.
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Identify training needs based on call evaluations and performance gaps.
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Provide real-time support by handling floor queries related to processes, communication, and customer handling.
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Conduct coaching sessions and performance evaluations for new hires and underperforming agents.
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Analyze customer feedback, complaints, and trends to enhance service delivery.
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Collaborate with team leads and management to implement quality improvement plans.
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Audit CRM entries and call logs to ensure proper documentation.
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Prepare and maintain quality assessment reports and feedback records.
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Ensure strict adherence to defined quality standards and service protocols.
Education & Experience:
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Bachelor’s degree required; Master’s degree in Business, Mass Communication, or a related field is preferred.
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1–3 years of experience in telesales, customer service QA, or contact center operations—ideally within the real estate sector.
Requirements:
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Strong understanding of call center operations and QA tools.
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Excellent communication, listening, and interpersonal skills.
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Ability to effectively manage floor operations and agent support.
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Proficiency in MS Office; experience with CRM or call recording systems is a plus.
What We Offer:
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A market-competitive salary along with perks and performance-based rewards.
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A fast-paced and professional working environment with growth opportunities.
How to Apply:
Interested and qualified candidates can apply with full confidence by sending their updated resume and a recent photograph to:
📧 [email protected]
