Quality Assurance Officer
Sybrid (Pvt) Ltd - A Lakson Group Company, Pakistan

- 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 PreShift 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. - Providing on floor guidance to agents and facilitating supervisors w.r.t to calls as per requirement. - Generate daily, weekly, monthly Report of their respective campaign. - Provide training to new QEs related to activities performed in Quality Department. - Performing other assignments as per Management request. - Be the part of floor audit on monthly basis as schedule by the department.

- Experience of reporting and data analysis - Strong System (CRM/Geneva/Tracker/NICE) knowledge will be an added advantage. - Must have good communication (writing/presentation) skills. - Innovative and efficient problem-solving ability. - Excellent Product and Processes knowledge - High proficiency in Microsoft Office Suite: Word, Excel, Power Point especially. - Should be a Team player and be able to handle pressure - Ability to handle multiple tasks. - Should be able to handle heavy work load effectively and efficiently. - Maintains the required competency level.