Quality Assurance Leader

3 days ago


Lahore, Punjab, Pakistan PakWheels Full time
Job Description
PakWheels.com seeks a skilled Quality Assurance Executive to play a crucial role in maintaining high standards of customer service. This position requires strong analytical skills, attention to detail, and a passion for quality.

Main Responsibilities:
  1. Monitor recorded calls to assess adherence to scripts, product knowledge, and customer satisfaction.
  2. Provide constructive feedback to agents, highlighting strengths and areas for improvement.
  3. Develop and maintain call center quality standards, guidelines, and audit processes.
  4. Conduct performance audits to identify trends and areas for development within the support team.
  5. Analyze key call metrics such as average handle time, first call resolution rates, and customer satisfaction scores.
  6. Design and deliver targeted training sessions to help agents enhance their skills.
  7. Collaborate with management to improve overall call center quality and customer service delivery.

Qualifications:
  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 analyze and evaluate recorded calls.
  5. Effective communication and coaching skills for providing actionable feedback.
  6. Solid understanding of customer service best practices.

About PakWheels
PakWheels is a dynamic and innovative workplace culture that values collaboration and growth. By joining PakWheels, you'll be part of a mission to revolutionize the automobile landscape. Our environment thrives on creativity, teamwork, and forward-thinking ideas.

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