Quality Assurance Executive Telesales
Job Description
Etihad Town
Etihad Town is Hiring a Quality Assurance Executive for Its Telesales Department
Are you detail-oriented with a strong command of call quality and agent performance standards? Etihad Town is looking for a skilled and motivated Quality Assurance Executive – Telesales to join its Lahore office. This role is ideal for professionals experienced in client service or call center environments who are passionate about maintaining service excellence and enhancing customer experience.
📝 Position Summary
As a Quality Assurance Executive, you will be responsible for evaluating inbound and outbound calls, analyzing performance metrics, supporting floor teams in real-time, and implementing quality improvement strategies in a telesales-driven environment.
📌 Key Responsibilities
- Monitor and assess agent calls, chats, and logs for quality, accuracy, and compliance
- Identify training needs and performance gaps through call evaluations
- Provide real-time floor support and resolve service-related queries
- Conduct coaching sessions and performance reviews for telesales agents
- Audit CRM logs and call entries for accurate documentation
- Analyze complaints and customer feedback to enhance service standards
- Collaborate with team leads to implement improvement plans
- Report quality assessment findings and maintain feedback logs
- Ensure compliance with organizational service standards and protocols
🎓 Education & Experience
- Bachelor’s degree (Master’s preferred) in Business, Communications, or a related field
- 1–3 years of relevant experience in telesales QA or contact center operations (real estate experience preferred)
✅ Candidate Requirements
- Solid knowledge of call center operations and quality monitoring tools
- Excellent communication, listening, and interpersonal skills
- Strong ability to support live floor operations efficiently
- Proficiency in MS Office and CRM/call logging tools (preferred)
💼 What We Offer
- Market-competitive salary
- Perks and growth benefits for qualified candidates
📬 How to Apply
Send your updated CV and recent photograph to:
📧 recruitment@etihadtown.com.pk
🗺️ This position is based in Lahore Office
Please Read Before Applying
- Please read the job details carefully before applying.
- Ensure your resume is updated with relevant experience and contact details
- Only shortlisted candidates will be contacted for interviews.
- Submit your application before the deadline.
