QA Assistant
AAA Facility Management, Pakistan

Primarily responsible to work on quality process implementation and improvement.

Contributes in design of call monitoring formats and quality standards.

Performs weekly, bi-weekly or monthly call monitoring and provides feedback to Head Office

Uses quality monitoring system to compile and track performance at team and individual level

Provides actionable data to various internal support groups as needed

Prepares and analyzes internal and external quality reports for management review

Defining SOPs and scripts for contact center agents

Any task assigned by the management

Quality inspection, auditing and testing experience preferably with a background from call center.

Soft, polite and good understanding of customer services.

Strong computer skills including Microsoft Office and databases

Flexible and open personality.

Good verbal and written communication skills.

Data collection, management and analysis skills

Problem analysis and problem solving

Planning and organizing

Decision-making

Customer service orientation

Teamwork

Spark to learn and make a career in the relevant field.

Job Rewards and Benefits