Call Center Quality Assurance Lead

6 hours ago


Lahore, Punjab, Pakistan PakWheels Full time
About This Role

We are seeking a highly skilled 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.

Responsibilities:
  1. Quality Monitoring: Monitor and evaluate recorded calls to assess adherence to scripts, product knowledge, and customer satisfaction.
  2. Performance Feedback: Provide constructive and actionable feedback to agents, highlighting both strengths and areas for improvement.
  3. Quality Standards Development: Develop and maintain call center quality standards, guidelines, and audit processes.
  4. Performance Audits: Conduct regular performance audits to identify trends and areas for development within the support team.
  5. Key Performance Indicators (KPIs): Analyze key call metrics such as average handle time, first call resolution rates, and customer satisfaction scores to drive continuous improvement.
  6. Training and Coaching: Design and deliver targeted training and coaching sessions to help agents enhance their skills and performance.
  7. 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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