Job Overview
ibex. is looking for a QA Specialist who's responsible for managing and monitoring role and functionality of the CIQ team. Should have strong service quality skills, proven ability to deliver service quality performance on schedule, ability, energy, motivation and communication skills to play a key role in the company. Must possess good leadership skills.
Job Description
- Client Coordination
- Conducting QA Audits
- Preparing QA schedule and leaves management
- Task assignment and routine assignment of CIQ team
- Ensuring the maintenance of QA standards across the company
- Meeting and exceeding all the established quality benchmarks based on customer feedback survey
- Coordination with clients regarding re-evaluation and disputes
- Auditing of transactions performed by OPS team
- Health Checks on new Processes
- Conduct and Participate in calibration
- Call Listening Sessions
- War room
- Preparing CIQ incentives/R&R/ and sharing with relevant stakeholders
- Active role in continuous process improvement and amendments
- Handling clients escalations and providing insights regarding the same
- Coordination with OPS and Compliance regarding compliance cases
- Audit Reports
- Performance Intelligence Reports
- Training Need Analyses
Job Specifications
- Bachelor’s Degree
- Team Management Skills
- Good communication skills in English/Urdu language
- Effective listening skills
- Command over MS Office/ specifically Excel
- Openness to feedback
- Coaching experience and knowledge of adult learning techniques