Customer Service Quality Assurance Manager

2 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Senior Quality Assurance Manager

We are seeking a highly experienced Senior Quality Assurance Manager to lead our quality assurance team. As a key member of our leadership team, you will be responsible for developing and implementing quality assurance strategies and processes that drive exceptional customer experiences.

The ideal candidate will have a strong track record of success in call center management, with a minimum of five years' experience in quality assurance and a proven ability to drive results through effective process improvement and employee development.

In this role, you will work closely with other departments to address and resolve quality issues, develop and implement quality processes and procedures, provide feedback and training to call center agents, and analyze data and prepare reports on QA performance metrics.

Key Responsibilities:
  1. Lead Quality Assurance Team: Lead and manage a team of quality assurance professionals to achieve exceptional customer satisfaction ratings.
  2. Develop and Implement Quality Processes: Create and maintain quality processes and procedures to ensure consistent high-quality service delivery.
  3. Maintain Quality Standards: Monitor and evaluate inbound and outbound calls to ensure adherence to policies and quality standards.
  4. Provide Feedback and Training: Provide constructive feedback and training to call center agents to improve performance.
  5. Analyze Data: Analyze data and prepare reports on QA performance metrics to identify areas for improvement.
Benefits:
  • Complimentary Meals: Enjoy complimentary meals as part of your benefits package.
  • Punctuality Bonus: Receive a punctuality bonus for meeting deadlines.
  • Monthly Goal Achievement Bonus: Earn a monthly goal achievement bonus for meeting performance targets.
  • Travel Allowance: Receive a travel allowance for business-related travel.

Salary: Up to 60,000 PKR

This is an exciting opportunity to join a dynamic team and contribute to the success of our organization.

Job Requirements:
  • Minimum Experience: Minimum of five years' experience in quality assurance.
  • Leadership Experience: Proven leadership experience in call center management.
  • Strong Understanding of BPO Operations: Strong understanding of Business Process Outsourcing (BPO) operations and quality assurance processes.

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