
Service Quality Lead
5 days ago
The Service Quality Lead will play a pivotal role in driving excellence at Quicklease Car Rentals' Offshore Call Centre in Karachi.
Key Responsibilities:- Quality Framework Development: Design and implement a robust quality framework to ensure exceptional service delivery and client satisfaction.
- Centre Management: Supervise daily operations, address customer inquiries, and resolve issues promptly.
- Performance Enhancement: Identify areas for improvement and implement targeted interventions to boost centre efficiency.
- Communication and Data Management: Maintain accurate and up-to-date records and communicate effectively with clients.
- Client Engagement: Offer expert advice on available products and services to clients.
- Quality Assurance: Regularly conduct quality checks to uphold high service standards.
- Staff Performance Assessment: Evaluate staff performance, identify training gaps, and develop relevant training sessions.
- Centre Performance Metrics: Track key statistics to measure agent performance and centre effectiveness.
- Reporting: Prepare comprehensive reports on centre performance, statistics, and ratings.
- Complex Customer Complaint Resolution: Resolve complex customer complaints or enquiries efficiently.
- Shift Scheduling and Staff Allocation: Coordinate shift patterns and allocate staff effectively to meet demand.
- Performance Reporting: Provide detailed reports on customer ratings for presales, aftersales, and operations support.
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