Expert Quality Excellence

Title: Expert - Quality Excellence & CX Transformation

Grade: L2

Location: Lahore/Islamabad

Company: JazzWorld

Transform customer interactions into experiences that build trust

At JazzWorld, every customer interaction is an opportunity to deliver a simpler, more consistent and more valuable experience. As Expert - Quality Excellence & Customer Experience Transformation, you will help shape the future of Jazz Enterprise's Digital Customer Operations through intelligent quality management, AI-powered interaction analytics, customer journey governance and modern learning practices.

You will design and embed quality frameworks that use automation and analytics to strengthen service quality, improve customer experience, support regulatory compliance and build workforce capability across voice, chat, email, WhatsApp and digital self-service channels. This role brings together Contact Centre Operations, Quality Management, Training & Development and Artificial Intelligence to deliver measurable improvements in customer and business outcomes.

What you'll own

• Lead the shift to AI-enabled, near-100% quality monitoring through intelligent audit models for compliance, customer effort, agent behaviour, sentiment and escalation risk, supported by controls for accuracy and bias.

• Own QA frameworks, scorecards and standards across voice, chat, email and WhatsApp for Jazz Enterprise's Connectivity, Cloud and Digital Products & Solutions; oversee live and recorded evaluations, statistically valid sampling and regular calibration.

• Govern quality across chatbots, virtual assistants and self-service channels, assessing bot accuracy, containment, customer effort and hand-offs to ensure consistent assisted and digital experiences.

• Use interaction analytics and CES to identify journey friction, repeat contacts, escalations and churn risks; develop predictive insights for service failures, SLA breaches and low CSAT with BI, Data Science and CX teams.

• Lead root cause analysis, mystery shopping and journey reviews, translating customer feedback and operational insights into journey improvements, corrective actions and stronger digital adoption.

• Track and improve quality, FCR, AHT, repeat contacts, complaints, CSAT, NPS and CES; provide clear reporting on quality trends, call drivers, pain points and improvement impact.

• Build workforce capability through AI-assisted learning, role-based training, coaching, refresher sessions and Training of Trainers; measure effectiveness through the Kirkpatrick model and business outcomes.

• Own the knowledge base, QA documentation and training materials; keep content current, introduce AI-powered search, deliver the quality roadmap and annual training plan, establish governance, and manage outsourced QA performance.

What success looks like

• Quality monitoring coverage moves from sampled reviews to AI-enabled, near 100% interaction analysis, supported by reliable audit controls and governance.

• Quality, compliance and customer handling improve consistently across voice, chat, email, WhatsApp, chatbot and self-service journeys.
• Customer effort, repeat contacts, escalations, complaint risks and recurring service failures decline through predictive insights and effective corrective actions.
• Contact centre performance improves across quality score, FCR, AHT, CSAT, NPS and CES, with clear visibility of trends and business impact.
• Customer journeys become simpler and more consistent, with stronger digital adoption and more effective bot containment and hand-offs.
• Training and coaching close individual and team capability gaps, with measurable links to quality and contact centre outcomes.
• Knowledge content, SOPs and quality standards remain accurate, accessible and up to date as products, policies and processes change.
• Quality governance, reporting and outsourced QA performance support a sustained culture of ownership, accountability and service excellence.

You may be a strong fit if you:

• Bring 7+ years of progressive experience in Contact Centre Quality Management, Customer Experience, Learning & Development or Service Excellence, with demonstrated success in AI-enabled quality transformation, speech analytics, quality automation and customer journey improvement across Telecom, Technology, Enterprise Services or Digital Customer Operations.

• Hold a Bachelor's or Master's degree in Business Administration, Telecommunications, Computer Science, Quality Management or a related field.

• Have hands-on experience with contact centre, CRM and QA/speech analytics platforms such as Genesys, Avaya, NICE, Verint or Salesforce, alongside call monitoring,