Quality Assurance Executive

4 weeks ago

Lahore, Punjab, Pakistan ibex Full time

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Responsibilities
  • Monitor and assess customer interactions to align with quality benchmarks, ensuring consistent service excellence.
  • Analyze evaluation data for actionable insights, driving data-backed decisions that enhance customer experiences.
  • Collaborate cross-functionally to develop training programs, streamline processes, and maintain high service standards.
  • Identify process gaps, suggest enhancements, and contribute to efficient workflows and increased customer satisfaction.
  • Provide constructive feedback to agents, empowering skill development for improved customer interactions.
  • Ensure adherence to policies, regulations, and standards during customer interactions, upholding service integrity.
  • Collaborate with Customer Experience teams to identify pain points, enhancing satisfaction and loyalty through improved journeys.
Qualifications
  • Bachelor\'s Degree
  • 3+ years of Customer Services Quality Assurance
  • Strong Intellectual Skills & Communication Skill (Written & Verbal)
  • Leadership Skills, able to work without supervision
  • Project Management & Strategic Management skills
  • Data Base Management skills
  • Management and Decision Making skills
  • Time management
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Quality Assurance
Industries
  • Outsourcing/Offshoring

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