Pakistan Job Openings
PakWheels
Quality Assurance Executive
Lahore
August 27, 2024
Job Description:
- Listening to recorded calls to identify areas for improvement, such as adherence to scripts, product knowledge, and customer satisfaction.
- Giving constructive feedback to agents on their performance, highlighting strengths and areas for development.
- Creating and maintaining call center quality standards and guidelines.
- Conducting regular audits to assess agent performance and identify trends.
- Analyzing call metrics, such as average handle time, first call resolution rates, and customer satisfaction scores.
- Providing training and coaching to agents to help them improve their skills.
- Working closely with management to identify and implement strategies for improving call center quality.
- Bachelor’s degree in a relevant field.
- Previous experience in a call center quality assurance role is preferred.
- A certification in customer service or quality assurance will be an added advantage.
- Strong ability to attentively listen to recorded calls and identify areas where agents can improve.
- Skilled in providing actionable feedback and effective coaching to call center agents.
- Solid understanding of customer service principles and best practices, particularly within a call center environment.
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