Determine customer service quality standards by studying outbound calls, live chats and customer service presentations; conducting test calls to service representatives on new services.
Have a strong check on calls and chats made by representatives and give them feedback accordingly.
Verify results by measuring skills in the use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of a call/chat.
Provide feedback to telemarketers by monitoring calls; conducting daily and weekly help sessions. Evaluate customer service approaches by rating the effectiveness of service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training sessions.
Directing quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
Contribute to team effort by accomplishing related results as needed, specific tasks such as monitoring the live chats, emails, text messages and calls.
Minimum Qualification: Bachelor’s Degree from a HEC recognized university.
Experience: Minimum 2 years prior experience in quality assurance will be preferred.
Salary Package: PKR 30,000 to 40,000
Additional Benefits: Appreciation bonuses, double compensation on public holidays, referral bonuses, health insurance, etc.
Shift Details: Morning
Note: This is an office-based job and only eligible candidates may apply.
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