Quality Assurance Executive
ibex. Pakistan
Date: 3 weeks ago
City: Karachi
Contract type: Full time
Ensure service delivery aligns with established quality standards, elevating customer satisfaction and operational efficiency. Drive continuous improvement through meticulous evaluation, fostering excellence in the BPO organization.
Qualifications
Qualifications
- Bachelor's Degree
- 3+ years of Customer Services Quality Assurance
- Strong Intellectual Skills & Communication Skill (Written & Verbal)
- Leadership Skills, able to work without supervision
- Project Management & Strategic Management skills
- Data Base Management skills
- Management and Decision Making skills
- Time management
- Monitor and assess customer interactions to align with quality benchmarks, ensuring consistent service excellence.
- Analyze evaluation data for actionable insights, driving data-backed decisions that enhance customer experiences.
- Collaborate cross-functionally to develop training programs, streamline processes, and maintain high service standards.
- Identify process gaps, suggest enhancements, and contribute to efficient workflows and increased customer satisfaction.
- Provide constructive feedback to agents, empowering skill development for improved customer interactions.
- Ensure adherence to policies, regulations, and standards during customer interactions, upholding service integrity.
- Collaborate with Customer Experience teams to identify pain points, enhancing satisfaction and loyalty through improved journeys.
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