Quality Assurance Executive

Designation: Quality Assurance Executive (Calls, Emails and Chats)

Total Positions: 1

Job type: Full time

Responsibilities:

• Determine customer service quality standards by studying outbound calls, live chats and customer service presentations; conducting test calls to service representatives on new services.

• Have a strong check on calls and chats made by representatives and give them feedback accordingly. 

• Verify results by measuring skills in the use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of a call/chat.

• Provide feedback to telemarketers by monitoring calls; conducting daily and weekly help sessions.

• Evaluate customer service approaches by rating the effectiveness of service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training sessions. 

• Directing quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes. 

• Contribute to team effort by accomplishing related results as needed, specific tasks such as monitoring the live chats, emails, text messages and calls.

Minimum Qualification: Bachelor’s Degree from a HEC recognized university. 

Experience: Minimum 2 years prior experience in quality assurance will be preferred.

Salary Package: PKR 30,000 to 40,000

Additional Benefits: Appreciation bonuses, double compensation on public holidays, referral bonuses, health insurance, etc.

Shift Details: Morning