Customer Service Excellence Executive

6 hours ago


Lahore, Punjab, Pakistan PakWheels Full time
About PakWheels

PakWheels.com is a leading company in the automobile landscape, dedicated to providing exceptional service to our customers.

Job Overview

We are seeking a highly motivated Quality Assurance Executive to join our team. In this role, you will be responsible for ensuring that our customer support team provides exceptional service to our customers.

Key Responsibilities:
  1. Call Evaluation: Evaluate recorded calls to ensure that they meet our quality standards.
  2. Agent Coaching: Provide constructive feedback to agents to help them improve their performance.
  3. Quality Standards Development: Develop and maintain call center quality standards, guidelines, and audit processes.
  4. Performance Analysis: Analyze key call metrics such as average handle time, first call resolution rates, and customer satisfaction scores to drive continuous improvement.
  5. Training and Development: Design and deliver targeted training and coaching sessions to help agents enhance their skills and performance.
  6. Collaboration: Collaborate with management to identify and implement strategies to improve overall call center quality and customer service delivery.
Requirements

To succeed in this role, you will need:

  • A Bachelor's degree in a relevant field.
  • Proven experience in a call center quality assurance role is preferred.
  • Certification in customer service or quality assurance is a plus.
  • Strong analytical skills with the ability to analyze data and make recommendations.
  • Effective communication and coaching skills for providing actionable feedback to agents.
  • Solid understanding of customer service best practices, particularly within a call center environment.


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