OLX Pakistan

Quality Assurance Manager Contact Center

Full-Time in Pakistan - Senior

OLX Pakistan is looking to hire a skilled professional for its ‘Quality Assurance Manager Contact Center’ post.

The applicant selected for this opening will be responsible for overseeing and optimizing contact center performance. Quality Assurance Manager must monitor call center activities including inbound/outbound calls and emails to ensure quality. Furthermore, it falls upon the Quality Assurance Manager to benchmark best industry practices and develop quality standards for call center team to ensure performance levels. Quality Assurance Manager must also develop standard scripts, greetings, after call procedures and accountability standards. In addition to that, Quality Assurance Manager will be responsible for conducting audits of communications according to quality standards and provides feedback/training to the team accordingly. Quality Assurance Manager will ensure that his/her team possesses in-depth knowledge of products and services offered. Quality Assurance Manager must also develop mock emails and calls to train/test call center executives to determine their readiness for customer support duties. Furthermore, Quality Assurance Manager will set achievable team targets and identify the correct rewards or corrective actions. Last but not the least, Quality Assurance Manager must always help their team and motivate them to achieve the best results.

Job Location: Lahore

Education: Bachelor’s/Master’s from a reputable institute.

Experience: 3-4 years of call center experience in a leadership role.