Job Title: Quality Assurance Executive
Job Summary: The Quality Assurance Officer is responsible for assessing the performance of call center agents, ensuring adherence to company policies, procedures, and quality standards. This role involves monitoring calls, providing feedback to agents, and working collaboratively with management to implement improvements that enhance customer satisfaction and operational efficiency.
Key Responsibilities:
1. Call Monitoring and Evaluation:
o Monitor and review a sample of calls and Social Media interactions between agents and customers.
o Assess calls for adherence to company protocols, accuracy, tone, and professionalism.
o Identify areas for improvement and document performance metrics.
2. Feedback and Coaching:
o Provide constructive feedback to agents based on call evaluations.
o Conduct one-on-one coaching sessions with agents to address performance issues and enhance skills.
o Develop and deliver training materials and workshops to improve agent performance.
3. Reporting and Analysis:
o Prepare and present reports on quality metrics, performance trends, and areas for improvement.
o Analyze data to identify common issues and recommend solutions.
o Track and report on the progress of quality improvement initiatives.
4. Process Improvement:
o Identify opportunities for process improvements and suggest enhancements to procedures.
o Collaborate with other departments to implement changes that enhance the overall customer experience.
Qualifications:
· Education: Bachelor’s degree in Business, Communications, or a related field preferred.
· Experience:
o Have worked as QA Team Lead in a Call Centrer
o Work experience of 02 years & more in contact center Quality Functions
o Done QA of multiple protect, not just in 01 project
o Have a experience of both Inbound & Outbound Calls
o Take Initiatives and problem solving attitude
o Experience of sales based outbound champaign is a big plus
· Skills:
o Should have done trainings, for example soft skills or product trainings
o Take Initiatives and problem solving skills
o Good with MS Excel and Reporting
o Take Initiatives and problem solving attitude
o Mature Person
o Have strong communication skills - Urdu & English.
o Proficiency in using call monitoring software and CRM systems.
Additional Requirements:
· Familiarity with call center metrics and performance indicators.
· Ability to handle sensitive information with confidentiality.
· Flexibility to adapt to changing processes and priorities.
Work Environment:
· Office-based
· Shift Timings: 10 am to 6 pm, Monday to Saturday.
Salary:
Gross Salary Range is Rs. 40,000 plus per month, inclusive of all allowances.
Job Type: Full-time
Pay: Rs40,000.00 - Rs45,000.00 per month
Application Deadline: 25/10/2024