islamabad

Quality Assurance Specialist

Job Overview:

Quality Assurance Specialist (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound emails responses to assess the associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.

Key Responsibilities:

  • Participates in the design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to the site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual levels.
  • Performs monitors of customer care email responses.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.

Job Specification:

  • Good email writing skills
  • Strong leadership and organizational skills
  • Interpersonal skill
  • MS Office especially Excel and PowerPoint
  • Excellent written and verbal communication skills
  • Good Spoken English skill

Perks & Benefits: 

  • Medical Insurance OPD
  • Permanent Employment Status
  • Provident Fund
  • Sick, Causal &Annual Leaves
  • Leaves Encashment
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islamabad

Plot # 17, Street # 4, Sector I-10/3, Islamabad, Pakistan

Phone +92.111.874.874

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at ibex Pakistan

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islamabad

Quality Assurance Specialist

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