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Assurance Manager for Enhanced Services
5 days ago
PakWheels.com is seeking a skilled Quality Assurance Executive to lead our efforts in ensuring high-quality customer service standards. This role requires a strong analytical mindset, attention to detail, and a genuine passion for quality excellence.
Key Responsibilities:
- Evaluate recorded calls to ensure adherence to scripts, product knowledge, and customer satisfaction.
- Offer actionable feedback to agents, emphasizing both strengths and areas for improvement.
- Establish and maintain call center quality standards, guidelines, and audit processes.
- Conduct regular performance assessments to identify trends and areas for development within the support team.
- Analyze key call metrics, including average handle time, first call resolution rates, and customer satisfaction scores.
- Develop and deliver targeted training programs to enhance agent skills and performance.
- Collaborate with management to implement strategies for enhancing overall call center quality and customer service delivery.
Requirements:
- Bachelor's degree in a relevant field.
- Proven experience in a call center quality assurance role is preferred.
- Certification in customer service or quality assurance is a plus.
- Strong listening skills with the ability to critically evaluate recorded calls.
- Effective communication and coaching skills for delivering actionable feedback.
- Thorough understanding of customer service best practices.
About Us
We're a collaborative work environment that encourages innovation and growth. By joining PakWheels, you'll contribute to a mission to transform the automobile industry through creativity, teamwork, and forward-thinking ideas.
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