Quality Assurance

5 days ago

Karachi, Sindh, Pakistan Khazanay Full time 720,000 per year

About the Role

We are seeking a detail-oriented and proactive Quality Assurance & Training and Development Executive to ensure high service standards and continuous improvement across our customer support operations. This role will focus on monitoring agent performance, providing feedback, conducting training sessions, and ensuring compliance with company SOPs.

Key Responsibilities

  • Monitor inbound and outbound calls, chats, and emails to assess agent performance.
  • Evaluate interactions against predefined quality standards (soft skills, compliance, accuracy, professionalism).
  • Provide constructive feedback and coaching to agents for performance improvement.
  • Identify training needs and deliver effective training sessions for new and existing staff.
  • Collaborate closely with operations to drive service improvements and reduce errors.
  • Ensure strict compliance with company SOPs and quality benchmarks.
  • Prepare regular reports on performance trends, quality scores, and training outcomes.

Requirements

  • Bachelor's degree in Business, Management, or related field.
  • Proven experience in Quality Assurance and/or Training within a call center, customer support, or service environment.
  • Strong communication, coaching, and presentation skills.
  • Ability to analyze data, identify gaps, and recommend process improvements.
  • Familiarity with quality monitoring tools and training methodologies.
  • Strong problem-solving mindset and attention to detail.

What We Offer

  • Opportunity to shape and enhance customer service standards.
  • A collaborative and supportive work environment.
  • Professional growth through continuous learning and development.

Job Type: Full-time

Pay: Rs45, Rs60,000.00 per month

Work Location: In person

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