Quality Assurance Executive

1 week ago

Karachi, Sindh, Pakistan ibex Full time 400,000 - 1,200,000 per year
Overview

Ensure service delivery aligns with established quality standards, elevating customer satisfaction and operational efficiency. Drive continuous improvement through meticulous evaluation, fostering excellence in the BPO organization.

Qualifications
  • Bachelor's Degree
  • 3+ years of Customer Services Quality Assurance
  • Strong Intellectual Skills & Communication Skill (Written & Verbal)
  • Leadership Skills, able to work without supervision
  • Project Management & Strategic Management skills
  • Data Base Management skills
  • Management and Decision Making skills
  • Time management
Responsibilities
  • Monitor and assess customer interactions to align with quality benchmarks, ensuring consistent service excellence.
  • Analyze evaluation data for actionable insights, driving data-backed decisions that enhance customer experiences.
  • Collaborate cross-functionally to develop training programs, streamline processes, and maintain high service standards.
  • Identify process gaps, suggest enhancements, and contribute to efficient workflows and increased customer satisfaction.
  • Provide constructive feedback to agents, empowering skill development for improved customer interactions.
  • Ensure adherence to policies, regulations, and standards during customer interactions, upholding service integrity.
  • Collaborate with Customer Experience teams to identify pain points, enhancing satisfaction and loyalty through improved journeys.

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