Service Quality Improvement Specialist

7 days ago


Karachi, Sindh, Pakistan Ability Pvt Ltd Full time

Quality Assurance Supervisor Job Summary

The QA Supervisor will oversee the quality assurance team to ensure high-quality customer service interactions. This involves monitoring calls, providing feedback to agents, and identifying areas for improvement.

Key Responsibilities

  • Supervise and coach QA analysts in evaluating call center interactions
  • Monitor and assess agent performance based on predefined quality metrics
  • Provide feedback and coaching to agents to improve service quality
  • Identify trends, areas for improvement, and implement corrective actions
  • Collaborate with management to enhance customer service processes and reduce errors
  • Generate reports and provide insights on call quality performance
  • Conduct training sessions to ensure agents are familiar with quality standards

Requirements

  • Bachelor's degree in a relevant field or equivalent experience
  • 3+ years of call center experience, with at least 1 year in a supervisory or QA role
  • Strong knowledge of call center metrics, quality standards, and customer service best practices
  • Excellent communication, leadership, and problem-solving skills
  • Experience with QA tools and call monitoring software


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