Excellence in Customer Experience

13 hours ago


Lahore, Punjab, Pakistan PakWheels Full time
Excellence in Customer Experience

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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