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Job Description
Location: Bahria Town, Pakistan (Onsite)
Employment Type: Full-Time (8 hours)
Job Summary
We are looking for a detail-oriented QA Executive to monitor and evaluate customer support interactions across calls, emails, chats, and other communication channels. The role focuses on ensuring compliance with company standards, greeting protocols, communication quality, customer service excellence, and process adherence.
Key Responsibilities
Quality Monitoring \& Evaluation
- Review and evaluate customer support calls, emails, and chat interactions.
- Assess agent performance against defined quality standards and scorecards.
- Monitor adherence to greeting, closing, and customer engagement protocols.
- Ensure professional communication, tone, grammar, and etiquette across all customer interactions.
- Identify service gaps and areas for improvement.
Compliance \& Process Adherence
- Verify compliance with company policies, SOPs, and customer service guidelines.
- Ensure agents provide accurate information and follow approved workflows.
- Monitor handling of escalations, complaints, and sensitive customer issues.
- Track adherence to response time and resolution targets.
Coaching \& Feedback
- Provide constructive feedback to customer support representatives.
- Prepare quality reports and performance summaries.
- Conduct calibration sessions with team leaders and support agents.
- Recommend training initiatives based on quality findings.
Reporting \& Documentation
- Maintain quality audit records and evaluation reports.
- Analyze quality trends and identify recurring customer issues.
- Generate weekly and monthly QA performance reports.
- Support continuous improvement initiatives within the customer support team
Required Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- 1–3 years of experience in Customer Support Quality Assurance, Call Center QA, or Customer Experience roles.
- Excellent verbal and written English communication skills.
- Strong understanding of customer service standards and call handling practices.
- Proficiency in Microsoft Office and CRM systems.
Key Skills
- Call Quality Monitoring
- Email \& Chat Auditing
- Greeting \& Closing Protocol Compliance
- Customer Service Excellence
- Communication Assessment
- Coaching \& Feedback Delivery
- Reporting \& Analytics
- Attention to Detail
Performance Metrics
- Quality Audit Scores
- Greeting \& Closing Compliance
- Customer Satisfaction (CSAT) Impact
- Process Adherence Rate
- Communication Quality Scores
- Error Reduction \& Improvement Tracking
What We Offer
- Competitive salary package.
- Professional growth and development opportunities.
- Collaborative and customer-focused work environment.
- Long-term career advancement opportunities.
Experience: 1–3 Years
Location: Bahria Town (Onsite)
Employment Type: Full-Time
Availability: Immediate Joiners Preferred