Quality Assurance Analyst

CallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless support for our partners. Join our growing team and build your career with us!

We are looking for a Quality Assurance Analyst.

Key Responsibilities:

• Monitor and evaluate customer interactions to ensure adherence to quality standards.
• Provide constructive coaching and actionable feedback to agents to improve performance and customer experience.
• Elaborate with internal teams and clients to address quality related concerns.
• Participate in call taking and immersion activities during onboarding to gain a firsthand understanding of customer interactions.
• Communicate effectively with clients regarding the QA process and findings.
• Build positive relationships with team members and demonstrate A willingness to engage and talk to people at all levels.

Requirements

Qualifications

• Bachelor's degree in Computer Science, Information Technology or related field preferred but not required
• At least 2 years in quality assurance or our leadership role within a Technical Support or contact center environment.
• Strong Analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to coach and provide feedback in a clear, supportive manner.
• Comfortable working in a fast-paced, dynamic environment.
• Relevant QA or Technical Support certifications are a plus.
• Business to work on-site and in shifting schedules.
• Open to taking calls and completing immersion training before assuming QA responsibilities
• Comfortable interacting with clients professionally.

Benefits

• Free one meal a day
• Emergency Loan and Other Financial Assistance Program
• Free 24 Hours snacks and beverages
• Health Insurance
• Health Subsidy
• Interest-Based Clubs
• Retirement Plan/ Life Insurance
• Savings Plan
• Team Socialization Allowance
• Perfect Attendance Bonus
• Quarterly Perfect Attendance Bonus
• Year-End Performance Bonus Plan(Company discretion)
• And much more