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Quality Assurance Executive
Responsibilities
Designation: Quality Assurance Executive
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 serviceability, 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
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