Quality Assurance Associate - Learning Center (Customer Experience)
Trans World Associates (Pvt) Ltd
Lahore , Pakistan
Posted Mar 11, 2024 174 views
Its roles and responsibilities include call monitoring and providing actionable insights. Through monitoring, a QA analyst gathers information to improve agent performance in the contact center.
- Strong problem-solving skills and very good time management skills.
- Conduct regular quality audits and review Quality Assurance reports to assess agent performance and adherence to quality standards.
- Provide constructive feedback to agents based on audit findings and mentor team members to ensure ongoing development and improvement.
- Collaborate with call center management to identify training needs, develop strategies to address them, and maintain internal support and quality assurance standards
- Review a subset of support agents' interactions (calls, emails, chat, social media) to assess support interactions based on established quality standards
- Conduct call listening sessions and one-on-one coaching sessions
- Suggest and prepare more efficient, customer-focused policies & procedures for improved customer experience
- Conduct periodic training/refresher sessions (e.g. Pre & Post-shift huddles, weekly trainings, etc.)
- Stay updated on industry best practices and trends related to quality assurance, training methodologies, and call center performance
- Foster a culture of accountability, excellence, and continuous improvement within the call center team
- Prepare & conduct CX Quiz
- Develop TNAs based on the random spot checks
- Conduct monthly evaluations based on the standard guidelines
- Provide support to management RE detailed investigation on escalated case.
Job Details
Trans World Associates (Pvt) Ltd
Transworld: Pakistans backbone for international connectivity Transworld is a joint venture of Orascom Telecom Holding, Saif Group and Omzest Group of Oman and is Pakistans premier Internet and international connectivity provider. We have built our reputation providing reliable backhaul connectivity services to Pakistans leading ISPs and telcom operators. In the few years of its operation, Transworld has quickly become the favored choice of every major Broadband ISP, licensed voice operator and large corporations that require Tier 1 bandwidth to connect to the global community. It is a vital artery for voice and data communication in and out of the country and one of the major Internet routes for Pakistan. Transworld commenced operations in 2006 and is the only operator in Pakistan which owns its 1,300 KM submarine cable system TW1 and has capacities on other regional cables both on eastern and western sides for route diversity and resilience. The company has peering in Middle East, Europe, US and Far East with Tier-1 operators to provide lowest latency connections for Internet and data traffic.By virtue of its state of the art network, own private cable, international peering with Tier1 operators and strong local presence, Transworld gives unmatched SLAs to its local and international customers.
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