Quality Assurance Executive

ibex


Date: 3 weeks ago
City: Lahore
Contract type: Full time
We're looking for a Quality Assurance Executive in the Quality Assurance department. The resource would be responsible for call monitoring and providing coachings/feedback. The shift timings for the job are rotational and resource would be required to work on-site.

Responsibilities

  • Client Coordination
  • Transaction Monitoring – Calls Evaluations
  • Provide Trending Reports
  • Calibration Facilitation
  • Daily audit Sessions
  • Provide specific feedbacks via post-monitoring annotations
  • Auditing of transactions performed by OPS team
  • Health Checks on new Processes
  • Monitor & score strategic yet random customer transactions
  • Participate in calibration
  • Call Listening Sessions
  • Trending Reports
  • Performance Intelligence Reports
  • Training Need Analyses
  • Weekly/Monthly QA Reports

Qualifications

  • Minimum Bachelor's degree.
  • Excellent communication skills, both written and oral in English.
  • Must possess strong analytical skills.
  • Command over MS Office, especially in Excel
  • Team player & Strong People Management Skills
  • Knowledge of industry standards (CSAT/NPS/Compliance)

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