Job Description
- Perform Call Evaluation (Live / Recorded) to ensure quality of service against a defined target.
- Perform complaint call investigation on request from the Operations side
- Conduct Pre-Shift on daily basis to ensure that the agents are updated and provided with proper guidance
- Conduct counseling Session with agents when required and educate as well as provide feedback regarding their improvement areas
- Calibrate already evaluated calls to ensure proper synchronization among QEs
- Generate daily, weekly, monthly Report of their respective campaign
- Create necessary documentation with respect to new campaign against defined quality criteria.Such as: Monitoring Form and Matrices.
- Be the part of floor audit on monthly basis as schedule by the department
Job Specification
- Good interpersonal skills.
- Able to work on rotational shifts.
- At least 1 year experience in the same capacity
- Demonstrate effective written and oral communication skills
- Very good command of both spoken and written English and Urdu.
Job Rewards and Benefits
Health Insurance
Incentive Bonus
Leaves
Life Insurance
Provident Fund