Supervisor of Quality Assurance Team

3 days ago


Karachi, Sindh, Pakistan Ability Pvt Ltd Full time

Company Vision

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At Ability Pvt Ltd, we aim to provide unparalleled customer service experiences through continuous process improvements.

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Job Requirements

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The QA Supervisor will be responsible for managing the quality assurance team, ensuring that customer service interactions meet company standards.

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Key Accountabilities

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  • Coaching and developing QA analysts to evaluate call center interactions effectively.
  • Monitoring agent performance based on predefined quality metrics and providing constructive feedback.
  • Implementing corrective actions to address identified trends and areas of improvement.
  • Developing and maintaining quality standards and best practices for call handling.
  • Collaborating with management to enhance customer service processes and minimize errors.
  • Generating reports and providing actionable insights on call quality performance.
  • Delivering training sessions to ensure agents understand quality standards.
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Essential Skills and Experience

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  • Relevant bachelor's degree or equivalent experience.
  • Minimum 3 years of call center experience, with at least 1 year in a supervisory or QA role.
  • Proven expertise in call center metrics, quality standards, and customer service best practices.
  • Superior communication, leadership, and problem-solving skills.
  • Hands-on experience with QA tools and call monitoring software.
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Salary and Benefits

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Competitive salary and benefits package



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