Call Center QC Executive

2 weeks ago

Rawalpindi, Punjab, Pakistan AKY Services Pvt. Ltd Full time 45,000 - 60,000 per year

Job Summary:

We are seeking a detail-oriented Call Center QC Executive to ensure the quality and effectiveness of our customer service operations. The ideal candidate will be responsible for monitoring and evaluating customer interactions, identifying areas for improvement, and working closely with agents and management to enhance service quality and customer satisfaction.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound calls, chats, and emails for adherence to company policies and customer service standards.
  • Assess agent performance based on predefined quality parameters and provide constructive feedback.
  • Identify training needs and collaborate with the training team to enhance agent skills.
  • Develop and update QA scorecards, checklists, and performance metrics.
  • Generate and present QA reports, highlighting trends, strengths, and areas of improvement.
  • Work with management to implement process improvements and optimize customer experience.
  • Ensure compliance with company guidelines, industry regulations, and best practices.
  • Participate in calibration sessions to align quality expectations across teams.
  • Provide coaching sessions to agents to improve communication, accuracy, and efficiency.

Qualifications & Requirements:

  • Education: Bachelor's degree in Business, Communications, or a related field (preferred).
  • Experience: 1-2 years of experience in call center quality assurance, customer service, or a similar role.
  • Strong analytical skills and attention to detail.
  • Excellent verbal and written communication skills.
  • Proficiency in call monitoring software and CRM systems.
  • Ability to provide constructive feedback and drive performance improvements.
  • Strong organizational and time-management skills.
  • Ability to work collaboratively in a fast-paced environment.

Benefits:

  • Competitive salary
  • Career development and growth opportunities
  • Friendly and dynamic work environment

How to apply :

Contact HR :

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Type: Full-time

Pay: Rs45, Rs60,000.00 per month

Work Location: In person

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