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Customer Service Quality Lead
5 hours ago
We are looking for a highly skilled Quality Assurance Executive to join our team at PakWheels. In this role, you will be responsible for ensuring that our customer service standards are met and exceeded.
The ideal candidate will have a strong background in quality assurance, excellent communication skills, and the ability to work well under pressure.
You will be responsible for:
- Listening to recorded calls to identify areas for improvement
- Providing constructive feedback to agents on their performance
- Creating and maintaining call center quality standards and guidelines
- Conducting regular audits to assess agent performance and identify trends
- Analyzing call metrics, such as average handle time and first call resolution rates
As a Quality Assurance Executive, you will be working closely with the management team to identify and implement strategies for improving call center quality.
Requirements:
- Bachelor's degree in a relevant field
- Previous experience in a call center quality assurance role is preferred
- A certification in customer service or quality assurance will be an added advantage
- Strong ability to attentively listen to recorded calls and identify areas where agents can improve
- Skilled in providing actionable feedback and effective coaching to call center agents
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