Quality Assurance Executive

Virtism Verified

Lahore , Pakistan

Posted Mar 17, 2020 720 views Report Job

PKR. 30,000 - 40,000/Month

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Job Description

We are hiring a Customer Service Quality Assurance Executive. The primary goal will be maintaining a high and consistent level of support quality across the team. It will assume your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

Responsibilities:

  • Maintain and develop internal support and call center quality standards.
  • Review a subset of support agents’ conversations.
  • Assess support interactions based on internal standards.
  • Accompany evaluations with meaningful and constructive feedback.
  • Discuss and explain feedback in regular meetings.
  • Analyze all customer service metrics (e.g., FRT, ART, Knowledge, Understanding, Grammar, etc.) and how the support team’s performance affects those KPIs.
  • Assist QA manager in how to improve agents performance with specific instructions and constant support.
  • Participate in calibration sessions to maintain consistency in internal evaluations.
  • Positively contribute to team culture.

Requirements:

  • Experience in the customer service space.
  • Proven track record of analytical skills.
  • Hands-on expertise in quality assurance.
  • Great people skills and ability to communicate (negative) feedback.
  • Problem-solving capabilities to create meaningful strategies to improve support quality.

Job Details

Functional Area:
Total Positions:
2 Posts
Job Shift:
First Shift (Day)
Job Type:
Job Location:
Johar Town, Lahore, Pakistan
Gender:
No Preference
Minimum Education:
Masters
Degree Title:
Masters in English
Career Level:
Entry Level
Minimum Experience:
1 Year
Apply Before:
Apr 17, 2020
Posting Date:
Mar 17, 2020
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Virtism

Information Technology · 11-50 employees - Lahore

pVirtism is a fast growing BPO and technology consulting company . We take pride in a thriving learning culture , experimenting with technology is our favorite part time. At Virtism we don't just do the job- we do it right. And perhaps it is this obsession of doing things right, along with atten ...Read More

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