Customer Experience Excellence Manager

24 hours ago


Lahore, Punjab, Pakistan beBee Careers Full time
Job Summary

We are seeking a highly skilled Quality Assurance Manager to join our team and lead the development and implementation of effective quality assurance frameworks and strategies.

Key Responsibilities:
  1. Lead Quality Assurance Team: Supervise and guide the quality assurance team to ensure the delivery of exceptional service and enhance the overall customer experience.

  2. Process Improvement: Regularly assess agent-customer interactions to ensure adherence to established quality standards and service level agreements.

  3. Training and Development: Design and deliver impactful training programs to agents, focusing on performance enhancement, soft skills development, and compliance adherence.

  4. Coaching and Development: Provide coaching and support to team members to strengthen their performance, communication, and problem-solving skills.

  5. Performance Management: Analyze performance data to uncover trends and suggest actionable strategies for enhancing both efficiency and customer satisfaction.

  6. Regulatory Compliance: Ensure strict adherence to industry regulations, client-specific policies, and internal quality standards to maintain high compliance levels.

  7. Industry Awareness: Stay informed about industry best practices, emerging trends, and technological advancements to continuously improve QA processes.



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