Customer Support / QA Specialist

Confidential Verified

Islamabad , Pakistan

Posted Oct 03, 2018 431 views Report Job

PKR. 40,000 - 80,000/Month

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Job Description

JOB SUMMARY: The Quality Assurance Specialist is responsible for implementing processes and systems to ensure customer service responses are accurate and responded to in a timely manner. This QA Specialist will focus on documenting a set of guidelines that are necessary to assure inbound customer service issues are resolved efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES MAY INCLUDE BUT ARE NOT LIMITED TO:

  • Analyzes and evaluates calls, chats and emails and provides trend data.
  • Generates internal and external quality reports for management staff review.
  • Works with Trainers to ensure new Agents receive CS quality training.
  • Liaising with Supervisors to identify and assess training and development needs.
  • Conducts performance evaluations using a predetermined set of metrics on a weekly basis.
  • Participates in team meetings, taking a proactive role in communicating with other team members to encourage process and training improvement.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Strategic thinking-analytical skills.
  • Problem solving/analysis.
  • Extremely thorough and detail-oriented.
  • Superior time and organizational skills.
  • Advanced computer skills, particularly with the Microsoft Office suite of applications.
  • Ability to foster a collaborative, customer-oriented working environment.
  • Excellent communication (both verbal and written) skills.
  • Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities.
  • Willing to work on EST time zone.

EDUCATION AND EXPERIENCE:

  • 4+ years Call Center Quality Assurance experience.
  • Bachelor’s degree in business, communications, or a related field from an accredited college/university. 

Job Details

Industry:
Total Positions:
1 Post
Job Shift:
Third Shift (Night)
Job Type:
Full Time/Permanent
Department:
Sales and Marketing
Job Location:
Gender:
No Preference
Age:
24 - 36 Years
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
4 Years (Minimum 4 years hands-on experience in QA of Customer Support in Call Centers.)
Apply Before:
Nov 02, 2018
Posting Date:
Oct 03, 2018
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