karachi

Lead Supervisor – Quality Assurance

Job Overview: 

The primary focus of this position is to function as a Lead Quality Assurance Supervisor within the Customer Service domain (Calls & Chats).

Key Responsibilities:

  • Able to lead a team of Quality Assurance Advisor.
  • Daily recorded and live to monitor of CSE (customer service executive).
  • Able to implement the policies of the organization in his / her respective domain.
  • To be able to identify and foresee problems in the existing system and come up with solutions and improvements in the system.
  • Able to improve team bonding and facilitate communication in team members.
  • Prior experience in using Statistical Data Analysis, Trend Derivations, Root Cause Analysis.
  • Silent monitoring/Specialist Side-by-Sides/E-Mail Review.
  • To be able to conduct 1x1 coaching sessions and group coaching sessions.
  • To be able to maintain the quality standard and scores post-client outlier reviews.

Job Specification: 

  • Minimum 3 years of relevant experience of the Contact Center.
  • Bachelor’s degree
  • Proficient in the use of Microsoft Office
  • Good communication
  • Excellent management and leadership skills
  • Coaching Skills
  • Analytical – ability to examine problems effectively and evaluate alternate solutions
  • Teamwork, discipline, and time management.
  • Should be able to multi-task, must be good in people management & reporting skills.

Perks & Benefits:

  • Medical Insurance
  • OPD
  • Permanent Employment Status
  • Provident Fund
  • Sick, Causal & Annual Leaves
  • Leaves Encashment
  • Quarterly Bonus
Apply Now
karachi

ibex Tower, Plot # 5, Block B SMCHS, Adjacent FTC Building, Shahra-e-Faisal, Karachi 75500, Pakistan

Phone +92.111.874.874

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Lead Supervisor – Quality Assurance

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Lead Supervisor – Quality Assurance

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