Customer Service Excellence Lead

7 days ago


Karachi, Sindh, Pakistan Ability Pvt Ltd Full time

Job Summary

The QA Supervisor will oversee the quality assurance team to ensure high-quality customer service interactions. This involves monitoring calls, providing feedback to agents, and identifying areas for improvement.

Responsibilities

  • Lead the quality assurance team in evaluating call center interactions
  • Monitor and assess agent performance using predefined quality metrics
  • Coach agents to improve service quality and resolve issues
  • Identify trends and implement corrective actions to improve quality
  • Collaborate with management to enhance customer service processes
  • Generate reports on call quality performance and provide recommendations for improvement

Requirements

  • Bachelor's degree in a relevant field or equivalent experience
  • 3+ years of call center experience, with at least 1 year in a supervisory or QA role
  • Strong knowledge of call center metrics, quality standards, and customer service best practices
  • Excellent communication, leadership, and problem-solving skills
  • Experience with QA tools and call monitoring software

About Ability Pvt Ltd

We are a leading company that values excellent customer service. Our ideal candidate is someone who shares this vision and can lead our quality assurance team to achieve it.



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