Quality Specialist

Job Overview: 

Responsibilities include managing and monitoring role and functionality of the Jazz 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.

Key Responsibilities:

  • To evaluate all consumer interactions through non-voice channels (Twitter, Facebook, Email, Live Chat etc.) regarding products and brand.
  • Meeting the daily/weekly/monthly evaluation targets as assigned for the online complaints/concerns.
  • Reporting and presenting the daily-evaluated data with relevant stakeholders/ teams.
  • Auditing of transactions performed by OPS team
  • Health Checks on new Processes
  • Conduct and Participate in calibration
  • Call Listening Sessions
  • War room
  • 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


  • Graduate in any discipline


  • Customer Services background is mandatory
  • Preferably have an understanding of Jazz/DFS and Telco business

Required Skills:

  • Team Management Skills
  • Excellent communication skills in the English/Urdu language
  • Effective listening skills
  • Command over MS Office/ specifically Excel
  • Openness to feedback
  • Coaching experience and knowledge of adult learning techniques preferred

Perks & Benefits: 

  • Medical Insurance
  • OPD
  • Permanent Employment Status
  • Provident Fund
  • Sick, Causal &Annual Leaves
  • Leaves Encashment
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Plot No. 07, Aitchison Street, 1 KM Thokar Niaz Baig, Raiwind Road, Lahore 54000, Pakistan

Phone +92.111.874.874

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