Manager Customer Service and Quality Assurance

2 weeks ago

Lahore, Punjab, Pakistan EFU Life Assurance Ltd. Full time 900,000 - 1,200,000 per year

Role Overview

The Manager – Customer Services & Quality Assurance will be responsible for managing the Customer Services (Inbound) and Quality Assurance teams. This role ensures that TSM delivers quality sales through strict adherence to quality parameters and provides exceptional customer service across mHealth customers and other domains, maintaining service levels with empathy, professionalism, and problem-solving excellence.

Customer Services Management:

·      Lead, coach, and manage the Customer Services team to maintain agreed service levels.

·      Ensure service levels (AHT, FCR, TAT, CSAT) are consistently achieved.

·      Ensure exceptional customer interactions by promoting courtesy, empathy, and strong problem-solving skills.

·      Monitor service delivery standards and continuously improve response time, resolution quality, and customer satisfaction.

·      Identify recurring customer concerns and coordinate with relevant stakeholders for process improvements.

·      Implement service initiatives to enhance customer loyalty and retention.

Quality Assurance Management:

·      Supervise the Quality Assurance team to monitor telesales activities in line with organizational policies and compliance standards.

·      Ensure sales calls meet quality benchmarks for accuracy, compliance, professionalism, and customer-first approach.

·      Develop and update quality parameters, evaluation frameworks, and scorecards.

·      Conduct regular audits of calls and service interactions, providing feedback and coaching to teams.

·      Generate and present quality performance reports, highlighting key trends and corrective actions.

Leadership & Collaboration:

·      Collaborate closely with Sales, Training, and Operations teams to strengthen overall service and quality standards.

·      Drive a culture of continuous improvement and accountability across Customer Services and QA functions.

·      Mentor and develop team members, fostering a high-performance environment.

·      Escalate critical quality or customer issues to senior management and propose effective solutions.

Qualifications & Experience

·      Bachelor's degree in business administration, Management, or a related field (Master's preferred).

·      6–8 years of experience in customer services, quality assurance, or telesales, with at least 3 years in a managerial role.

·      Strong understanding of customer experience management, telesales operations, and quality assurance frameworks.

·      Excellent leadership, communication, and interpersonal skills.

·      Analytical mindset with proficiency in performance monitoring and reporting.

·      Ability to manage multiple priorities and deliver results under pressure.

Key Competencies

·      Customer-Centric Mindset

·      Strong Leadership & Team Management

·      Quality Assurance & Compliance Knowledge

·      Problem-Solving & Decision-Making

·      Effective Communication Skills

·      Continuous Improvement Orientation

·      Service Level Achievement.

·      Advanced proficiency in MS Excel with expertise in data analysis, reporting, and performance tracking

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