Assurance and Compliance Executive

6 days ago


Lahore, Punjab, Pakistan Marham Full time
Responsibilities
  • Monitor & Evaluate Customer Interactions: Ensure that customer interactions align with company policies, service protocols, and customer experience guidelines.
  • Develop & Maintain QA Scorecards: Track performance metrics and generate quality reports to identify areas for improvement.
  • Provide Feedback & Coaching: Offer constructive feedback and coaching to customer service agents to enhance their communication skills and overall performance.
  • Ensure Compliance: Verify that all customer interactions adhere to company policies and guidelines.
  • Identify Training Needs: Analyze QA assessments to determine training requirements for customer service agents.
  • Analyze Trends: Examine customer complaints, agent performance, and service quality trends to recommend process improvements.
  • Support Continuous Improvement: Refine QA frameworks, call scripts, and customer interaction guidelines to drive excellence in customer support.


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