Service Quality Lead

5 days ago


Karachi, Sindh, Pakistan Quicklease Car Rentals Full time
Job Title: Service Quality Lead

The Service Quality Lead will play a pivotal role in driving excellence at Quicklease Car Rentals' Offshore Call Centre in Karachi.

Key Responsibilities:
  1. Quality Framework Development: Design and implement a robust quality framework to ensure exceptional service delivery and client satisfaction.
  2. Centre Management: Supervise daily operations, address customer inquiries, and resolve issues promptly.
  3. Performance Enhancement: Identify areas for improvement and implement targeted interventions to boost centre efficiency.
  4. Communication and Data Management: Maintain accurate and up-to-date records and communicate effectively with clients.
  5. Client Engagement: Offer expert advice on available products and services to clients.
  6. Quality Assurance: Regularly conduct quality checks to uphold high service standards.
  7. Staff Performance Assessment: Evaluate staff performance, identify training gaps, and develop relevant training sessions.
  8. Centre Performance Metrics: Track key statistics to measure agent performance and centre effectiveness.
  9. Reporting: Prepare comprehensive reports on centre performance, statistics, and ratings.
  10. Complex Customer Complaint Resolution: Resolve complex customer complaints or enquiries efficiently.
  11. Shift Scheduling and Staff Allocation: Coordinate shift patterns and allocate staff effectively to meet demand.
  12. Performance Reporting: Provide detailed reports on customer ratings for presales, aftersales, and operations support.


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