Head of Service Quality

2 days ago

Karachi, Sindh, Pakistan Sybrid Careers Full time $104,000 - $130,878 per year
  • Location: Karachi
  • Education: Master's in business administration/public administration
  • Experience: At least 8 years of experience in related functions/departments within the BPO industry.

Key Responsibilities:

  • Continuously monitor service quality through daily reports and ensure timely corrective actions.
  • Oversee coaching, feedback, and development cycles through Training & Development, pre-shift sessions, and counseling mechanisms.
  • Ensure consistent delivery of defined customer experience standards across all services.
  • Regularly review and refine quality frameworks to align with evolving customer requirements and industry standards.
  • Liaise with operations and support teams to identify opportunities for service improvements.
  • Escalate critical issues, training needs, and root cause findings to relevant stakeholders for resolution.
  • Design and deliver customized service quality reports covering SQ, FCU, and T&D functions.
  • Ensure compliance with all service quality processes and conduct regular calibration sessions for consistency.
  • Conduct pre-shift audits and reinforce coaching and compliance practices.
  • Lead, mentor, and manage the Service Quality team to ensure high performance and professional development.
  • Supervise SQ Officers and Coordinators, ensuring accurate reporting, documentation, and adherence to standards.
  • Report and address security weaknesses and operational risks through proper reporting mechanisms.
  • Manage and supervise Customer Satisfaction Surveys and Mystery Calling/Monitoring Programs to ensure the complaints management process effectively supports customer recovery.
  • Conduct and facilitate quality workshops and training sessions to cover all customer contact points across BPO operations (voice, non-voice, and digital channels).
  • Collaborate with Workforce Management (WFM) to ensure adequate staffing and service coverage.
  • Lead root cause analysis (RCA) on recurring issues and implement corrective/preventive measures

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