Assurance Manager for Enhanced Services

5 days ago


Lahore, Punjab, Pakistan PakWheels Full time
Job Requirements
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:
  1. Evaluate recorded calls to ensure adherence to scripts, product knowledge, and customer satisfaction.
  2. Offer actionable feedback to agents, emphasizing both strengths and areas for improvement.
  3. Establish and maintain call center quality standards, guidelines, and audit processes.
  4. Conduct regular performance assessments to identify trends and areas for development within the support team.
  5. Analyze key call metrics, including average handle time, first call resolution rates, and customer satisfaction scores.
  6. Develop and deliver targeted training programs to enhance agent skills and performance.
  7. Collaborate with management to implement strategies for enhancing overall call center quality and customer service delivery.

Requirements:
  1. Bachelor's degree in a relevant field.
  2. Proven experience in a call center quality assurance role is preferred.
  3. Certification in customer service or quality assurance is a plus.
  4. Strong listening skills with the ability to critically evaluate recorded calls.
  5. Effective communication and coaching skills for delivering actionable feedback.
  6. 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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