Excellence in Customer Experience
13 hours ago
Job Overview
PakWheels is committed to delivering exceptional customer experiences, and we are seeking a highly skilled Quality Assurance Executive to join our team. As a key member of our Customer Support team, you will play a vital role in upholding our high standards of customer service.
Key Responsibilities
• Listen to recorded calls to identify areas for improvement, such as adherence to scripts, product knowledge, and customer satisfaction.
• Provide constructive feedback to agents on their performance, highlighting strengths and areas for development.
• Create and maintain call center quality standards and guidelines.
• Conduct regular audits to assess agent performance and identify trends.
• Analyze call metrics, such as average handle time, first call resolution rates, and customer satisfaction scores.
• Provide training and coaching to agents to help them improve their skills.
• Work closely with management to identify and implement strategies for improving call center quality.
Requirements
• Bachelor's degree in a relevant field.
• Previous experience in a call center quality assurance role is preferred.
• A certification in customer service or quality assurance will be an added advantage.
• Strong ability to attentively listen to recorded calls and identify areas where agents can improve.
• Skilled in providing actionable feedback and effective coaching to call center agents.
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