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Customer Experience Quality Assurance Specialist
2 weeks ago
Job Title: Customer Experience Quality Assurance Specialist
">We are seeking a highly skilled and experienced Customer Experience Quality Assurance Specialist to join our team. As a key member of our quality assurance department, you will be responsible for ensuring that our customer service teams deliver exceptional experiences to our clients.
This is an exciting opportunity for individuals with prior QA experience in a customer-facing role, looking to apply their expertise in a dynamic environment. The ideal candidate will have a strong analytical mindset, excellent communication skills, and the ability to work independently as part of a collaborative team.
The Customer Experience Quality Assurance Specialist will be responsible for evaluating and assessing the performance of customer-facing teams, identifying areas for improvement, and providing feedback and coaching to enhance agent performance.
Key Responsibilities:
- Evaluate and assess customer-facing team performance in delivering high-quality services.
- Conduct quality checks and audits on customer interactions, ensuring compliance with industry standards.
- Analyze customer feedback and complaints, identifying trends and recommending process improvements.
- Develop and implement QA processes and reporting systems to monitor service quality.
- Collaborate with the team and management to address any discrepancies or quality concerns.
Requirements:
- 6 months to 1 year of prior QA experience in a customer-facing role.
- Strong analytical, investigation, and trend identification skills.
- Exceptional communication skills (both verbal and written).
- Experience in providing effective feedback, coaching, and training to improve agent performance.
- Ability to work independently as part of a collaborative team.
- Based in Karachi and available to work flexible hours.
What We Offer:
- Competitive salary with performance-based incentives.
- Growth opportunities within the organization.
- Attractive benefits and a collaborative work environment.
Apply Now:
