Director of Quality Excellence

3 days ago


Karachi, Sindh, Pakistan ibex. Pakistan Full time

As a skilled Quality Assurance Manager at ibex. Pakistan, you will be responsible for overseeing the development and implementation of quality assurance strategies across teams and projects.

Key Responsibilities
  • Strategic Planning: Develop, implement, and manage quality assurance frameworks that align with business objectives.
  • Quality Monitoring: Continuously monitor and assess agent-customer interactions to ensure adherence to standards.
  • Audit and Feedback: Conduct regular audits, providing actionable feedback to agents and leaders to enhance performance.
  • Cross-Functional Collaboration: Collaborate with various departments to identify process gaps and improve overall efficiency.
Qualifications and Skills
  • Education: Bachelor's degree or equivalent experience.
  • Experience: 5+ years of experience in management reporting and analysis/business development – BPO experience /Customer Services experience.
  • Knowledge: Strong knowledge of QA framework, including creating evaluation criteria, scorecards, and KPIs.
  • Skills: Proficiency in MS Office, especially Excel and PowerPoint.


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