• Ensure complete & accurate information is shared with CX team through documented CS Updates
  • Resolve disputes related to QA evaluations and respond to queries.
  • 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.)
  • Develop TNAs based on the random spot checks
  • Complete handholding of the new hires starting from training till handing over to the floor
  • Conduct monthly evaluations based on the standard guidelines
  • Provide support to management RE detailed investigation on escalated cases
  • Ensure CX knowledge base (KBS) is updated with latest information & related FAQs


  • Excellent communication and leadership skills
  • Ability to plan, multi-task and manage time effectively
  • Strong writing and analytical skills for reporting


  • Minimum Bachelor’s or above
  • 2 + years of experience in related field

Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
Mar 25, 2023
Posting Date:
Feb 24, 2023

Trans World Associates (Pvt) Ltd

Telecommunication / ISP · 51-100 employees - Lahore

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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