About the Role: 

As Quality Assurance Team Member your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

Job Responsibilities:

  • Maintain and develop internal support and call centre quality standards

  • Review a subset of support agents’ conversations (calls, emails, chat, etc)

  • Assess support interactions based on internal standards

  • Accompany evaluations with meaningful and constructive feedback

  • Discuss and explain feedback with agents in regular meetings

  • Analyse all customer service metrics and how the support team’s performance affects those KPIs

  • Help agents improve their performance with specific instructions and constant support

  • Map the need for training and onboarding programs and initiate these projects

  • Monitor customer service performance on the agent and team level

  • Create reports that reflect support performance

  • Report support team’s performance to team leads and managers

  • Participate in calibration sessions to maintain consistency in internal evaluations

  • Contribute to the team culture in a positive manner.

Essential Experience and Skills:

  • Experience in the customer service space

  • Proven track record of analytical skills

  • Hands-on experience in quality assurance

  • Great people skills and ability to communicate (negative) feedback

  • Good organisational skills, knowledgeable in goal-setting practices

  • Perception of basic business metrics and how support impacts those.

Nice to Have:

  • Quality Control / Assurance experience

  • Experience of working within a Global Team

  • Problem-solving capabilities to create meaningful strategies to improve support quality

  • Experience in Retail / Hospitality sector (Customer interactions)

Job Details

Functional Area:
Total Positions:
3 Posts
Job Shift:
Second Shift (Afternoon)
Job Type:
Job Location:
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
3 Years
Apply Before:
Apr 16, 2023
Posting Date:
Mar 15, 2023
Diversity Inclusion:
We value diversity of our employees. All qualified applicants will receive fair consideration without regard to genders or socio-economic backgrounds.

Work Environment

Supervisor’s gender:
Percentage of female coworkers:


Information Technology · 11-50 employees - Lahore


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