Posted 6 days ago 17 views
We are seeking a Quality Control & Assurance Executive with relevant BPO experience to join our team. The ideal candidate will be responsible for monitoring and evaluating customer interactions to identify quality gaps and ensure compliance with established quality standards and processes. This role involves detailed assessment of calls and chats, providing feedback, and collaborating with various departments to enhance overall customer experience and operational efficiency.
Key Responsibilities
- Conduct regular quality evaluations of customer interactions, including calls and chats.
- Assess interactions against defined quality assurance parameters, standard operating procedures (SOPs), and client requirements.
- Identify quality gaps, process deviations, communication issues, and recommend areas for improvement.
- Maintain accurate and timely quality evaluation reports and records.
- Provide constructive feedback to team members based on evaluation findings to drive performance improvements.
- Coordinate with Team Leads, Operations, and other relevant departments to address recurring quality issues.
- Monitor trends to identify common errors or gaps affecting customer experience and operational performance.
- Support the development and implementation of corrective and preventive actions.
- Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
- Escalate critical quality issues and recurring non-compliance to management as necessary.
- Assist in preparing daily, weekly, and monthly quality reports and performance analyses.
- Ensure confidentiality and proper handling of customer and company information.
- Perform other quality-related tasks as assigned by management.
Required Qualifications
- Minimum Intermediate qualification; a Bachelor’s degree is an advantage.
- At least 6 months of relevant experience in BPO Quality Assurance or Quality Control.
- Hands-on experience in call and/or chat evaluation is essential.
- Strong understanding of BPO quality standards, SOPs, and customer service processes.
- Excellent observation and analytical skills.
- Good written and verbal communication abilities.
- Ability to identify errors, objectively assess performance, and provide constructive feedback.
- Proficiency in MS Excel and basic reporting is preferred.
- Capability to work independently while effectively coordinating with operations teams.
Preferred Qualifications and Benefits
Candidates with experience in BPO, customer service, international campaigns, call monitoring, chat evaluation, or customer experience quality assurance will be preferred. This position offers a full-time employment opportunity based in Karachi.
If you are detail-oriented, possess strong analytical skills, and have a passion for maintaining high-quality customer service standards, we encourage you to apply for this role.
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Dafttar Tech Pvt Ltd
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