Service Quality Assurance Manager

6 days ago


Rawalpindi Cantonment, Pakistan Translation Empire PK Full time

Service Quality Assurance Manager

Job Overview

We are looking for a Service Quality Assurance Manager to lead our contact center team, responsible for ensuring exceptional customer experience through ongoing quality evaluation and process improvement. If you are a motivated and results-driven professional with a passion for delivering outstanding service, we encourage you to apply.

Key Responsibilities
  • Contact Center Analysis: Analyze contact center data to identify trends and areas for improvement, developing data-driven recommendations for enhancement.
  • Escalation Management: Manage and resolve escalations from various channels, ensuring timely and satisfactory resolution for customers.
  • Quality Evaluation: Evaluate consumer data and agent interactions to measure service skills and policy adherence, providing actionable feedback for improvement.
  • Process Improvement: Develop and implement recommendations for continuous process improvement, enhancing overall efficiency and effectiveness.
Leadership Opportunities

In this role, you will have the opportunity to lead a team of professionals, mentoring and developing their skills to deliver exceptional customer experience. Your leadership skills, combined with your analytical expertise, will enable you to drive process improvements and ensure continued excellence in our contact center operations.



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