Head of Service Quality

6 days ago

Karachi, Sindh, Pakistan Sybrid Careers Full time
Overview

Join to apply for the Head of Service Quality role at Sybrid Careers.

Qualifications
  • Education: Master's in Business Administration/Public Administration
  • Experience: At least 8 years of experience in related functions/departments within the BPO industry.
  • Location: Karachi
Key Responsibilities
  • Continuously monitor service quality through daily reports and ensure timely corrective actions.
  • Oversee coaching, feedback, and development cycles through Training & Development, pre-shift sessions, and counseling mechanisms.
  • Ensure consistent delivery of defined customer experience standards across all services.
  • Regularly review and refine quality frameworks to align with evolving customer requirements and industry standards.
  • Liaise with operations and support teams to identify opportunities for service improvements.
  • Escalate critical issues, training needs, and root cause findings to relevant stakeholders for resolution.
  • Design and deliver customized service quality reports covering SQ, FCU, and T&D functions.
  • Ensure compliance with all service quality processes and conduct regular calibration sessions for consistency.
  • Conduct pre-shift audits and reinforce coaching and compliance practices.
  • Lead, mentor, and manage the Service Quality team to ensure high performance and professional development.
  • Supervise SQ Officers and Coordinators, ensuring accurate reporting, documentation, and adherence to standards.
  • Report and address security weaknesses and operational risks through proper reporting mechanisms.
  • Manage and supervise Customer Satisfaction Surveys and Mystery Calling/Monitoring Programs to ensure the complaints management process effectively supports customer recovery.
  • Conduct and facilitate quality workshops and training sessions to cover all customer contact points across BPO operations (voice, non-voice, and digital channels).
  • Collaborate with Workforce Management (WFM) to ensure adequate staffing and service coverage.
  • Lead root cause analysis (RCA) on recurring issues and implement corrective/preventive measures.
Seniority level
  • Director
Employment type
  • Full-time
Job function
  • Quality Assurance
Industries
  • IT Services and IT Consulting

#J-18808-Ljbffr

  • Head Of Service Quality

    2 weeks ago

    Karachi, Sindh, Pakistan Sybrid (Pvt) Ltd - A Lakson Group Company Full time

    To head the service quality department, overseeing operations and problem-solving of a team to meet the required service quality and standards for local and international campaigns. Liaise with operation managers to ensure that the QA system is functioning properly. Manage the Quality Team, ensuring that quality operations are conducted according to...

  • Head

    2 weeks ago

    Karachi, Sindh, Pakistan Spire Technologies Full time

    We're Hiring – Head of Engineering / Team Lead (Karachi, Pakistan)Spire Technologies is looking for a Head of Product Engineering to lead the design, development, and delivery of cutting-edge financial technology products.This role is perfect for an experienced engineering leader who can balance hands-on technical expertise with strategic leadership in...

  • Head of Quality Assurance

    2 weeks ago

    Karachi, Sindh, Pakistan Reckitt Benckiser Full time

    OverviewWe are Reckitt. Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and...

  • Director of Quality Enhancement

    2 weeks ago

    Karachi, Sindh, Pakistan beBeeQuality Full time 15,000,000 - 25,000,000

    Head of Quality ExcellenceThe Head of Quality Excellence is responsible for leading the quality assurance department, overseeing operations to meet required service quality and standards. This involves collaborating with operation managers to ensure QA system functionality.Responsibilities:Maintain exceptional service qualityDevelop and implement monitoring...

  • Unit Head

    2 weeks ago

    Karachi, Sindh, Pakistan Liaquat National Hospital and Medical College Full time

    Responsibilities:Manage a team of nursing staff to ensure the delivery of high-quality nursing care to the patients in the assigned units.Ensure implementation of International Patient Safety Goals and Infection Control practices in assigned units.Ensure implementation and effective utilization of EMR in assigned units by respective nursing staff.Visit...

  • Customer Service Officer

    3 weeks ago

    Karachi, Sindh, Pakistan Teknika Corporation of Pakistan Full time

    Teknika Corporation of Pakistan, PakistanCustomer service managers ensure that the organisation they work for satisfies its customers' needs. They may work at various levels, from head office to the front end of the business and in most cases will be:helping to develop a customer service policy for an entire organisation;managing a team of customer services...

  • Head

    2 weeks ago

    Karachi, Sindh, Pakistan Spire Technologies Full time

    We're Hiring – Head of Engineering / Team Lead (Karachi, Pakistan)Spire Technologies is looking for a Head of Product Engineering to lead the design, development, and delivery of cutting-edge financial technology products.This role is perfect for an experienced engineering leader who can balance hands-on technical expertise with strategic leadership in...

  • Head of Supply Chain

    2 weeks ago

    Karachi, Sindh, Pakistan Steps Ahead Pakistan Full time

    Join to apply for the Head of Supply Chain - Karachi role at Steps Ahead PakistanJoin to apply for the Head of Supply Chain - Karachi role at Steps Ahead PakistanThis range is provided by Steps Ahead Pakistan. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeABOUT COMPANY:It was over 65...

  • Service Quality Manager

    2 weeks ago

    Karachi, Sindh, Pakistan beBeeQuality Full time 15,000,000 - 20,000,000

    Service Quality ManagerWe are seeking a Service Quality Manager to join our team. As a Service Quality Manager, you will be responsible for improving service quality by implementing dedicated resources to implement SQ standards, monitoring SQ benchmarks and IQMs, conducting customer surveys, spot checks, mystery shopping, and trainings.You will review front...

  • Head of IT Infrastructure

    2 weeks ago

    Karachi, Sindh, Pakistan STAR HR Services Group Full time 750,000 - 850,000 per year

    Hiring: Head of IT Infrastructure[Candidates only from Banking Sector will be preferred]Location: KarachiIndustry: Digital Islamic BankingExperience Required: 10–12 years in a senior leadership role within IT Infrastructure in the Banking sector only.Our client, a forward-thinking and fully digital Islamic Bank, is seeking an accomplished and visionary...