Call Center Quality Executive

5 days ago


Lahore, Punjab, Pakistan PakWheels Full time

At PakWheels, we prioritize providing exceptional customer experiences through our call center operations. As a Quality Assurance Executive, you will be responsible for ensuring that our team delivers top-notch service, meeting our high standards.

Main Responsibilities:
  1. Quality Review: Carefully evaluate recorded calls to pinpoint areas of improvement, encompassing script adherence, product expertise, and customer satisfaction.
  2. Agent Performance Assessment: Offer actionable feedback to agents, focusing on their strengths and opportunities for growth.
  3. Call Center Policies: Establish and maintain comprehensive quality standards and guidelines for our call center operations.
  4. Auditing Agent Performance: Regularly conduct audits to measure agent performance and detect trends.
  5. Analyzing Call Metrics: Examine call metrics, such as average handling time, first call resolution rates, and customer satisfaction ratings.

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