Assistant Manager Quality Assurance - Customer Care

Telenor


Date: 3 weeks ago
City: Lahore
Contract type: Full time
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!

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Client Solutions Executive

Nativ Global, Lahore
1 day ago
Job Overview: The Client Solutions Executive for Dial Zero will play a key role in driving business growth and strengthening partnerships with clients. The position demands a strategic thinker who can understand client objectives, identify opportunities, and deliver impactful digital solutions. The ideal candidate combines analytical rigor, creative problem-solving, and strong relationship management to help clients achieve measurable results through...

Conventional Media Planner

WPP Media, Lahore
1 week ago
About WPP MediaWPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities. For more information, visit wpp.com.WPP Media is WPP’s global media collective. In a world where media is everywhere and in everything, we bring the best platform, people, and partners together to create limitless opportunities for...

Education Counselor Australia

Easetalent, Lahore
1 week ago
Easetalent is a premier recruiting and consulting firm dedicated to connecting top-tier talent with exceptional career opportunities. Our mission is to drive growth and success for both our candidates and partner companies by bridging the talent-opportunity gap.Position Overview:We are seeking an experienced and motivated Australian Education Counselor to join our office in Lahore. The ideal candidate will guide students through...