Assistant Manager Quality Assurance - Customer Care

Last Date to Apply: 14th October, 2025

Employment Type: This is a full-time position.

Grade: This is a grade 2 position. (permanent)

Location: This role is based in Lahore, Pakistan.

About the role:

The QA role is crucial in maintaining high-quality service, driving continuous improvement, and supporting the contact center's overall strategy and goals.

Your Impactful Goals will include:

The person will be responsible for Evaluation of Inbound/Outbound Calls, Emails, Complaint Management, Evaluation of Non-Voice Support Departments, Quality Check on IVR & Website, Conduction of Quality Sessions, Processes Gap Identification, Process Alignment, Calls Calibration and Alignment, etc.

Your Typical Day will look like:

• Evaluation of Inbound/Outbound Calls
• Customer Complaint Management
• Evaluation / Extraction of Customer Insights
• Evaluation of Financial Services Interactions
• Evaluation of Non-Voice Support Departments
• Quality Check on IVR & Website
• Conduction of Quality Sessions
• Analysis and Reporting of Quality Data
• Processes Gap Identification & Alignment
• Calls Calibration and Alignment
• Analyze data to identify trends, patterns, and insights that inform business decisions.
• Communicate findings, recommendations, and project updates to stakeholders and executives.
• Create visually compelling presentations that effectively convey key messages.
• Create charts, graphs, and Data Visualizations to simplify complex information.

Your Career Path:

Enhance customer experience life cycle, working with close knitted teams, time management and effective communication skills with stakeholders

What we're looking for:

Education: Minimum Bachelor's degree

Work experience: 3 to 4 years+ of relevant experience.

Why should you join us at Telenor?

At Telenor Pakistan, we're more than just a workplace-we're a community where learning and growth are at the core of everything we do. We provide a platform that nurtures your professional and personal development, empowering you to excel in your chosen field and realize your potential in a dynamic, collaborative environment. As an equal opportunity employer, we celebrate diversity and inclusivity, fostering an open and flexible environment where new ideas are welcomed.

As a learning organization, we value curiosity and innovation, encouraging hands-on experiences and continuous growth. Our culture, built on Telenor's four guiding behaviors, sets us apart:

• Always Explore: We believe growth is achieved through daily learning. We encourage you to challenge norms, embrace curiosity, experiment, and learn from every step.
• Create Together: We know that diverse teams yield the best solutions. By bringing together varied perspectives, we support, share, and help each other succeed.
• Keep Promises: Trust is essential to all relationships. We take ownership and pride in delivering with accuracy and integrity.
• Be Respectful: We prioritize empathy and respect, meeting everyone at eye level, listening intently, and showing care.

Join us to be mentored, empowered, and inspired and become part of a team that positively impacts over 40 million lives every day!