Quality Assurance Executive

We are seeking a dedicated and detail-oriented Quality Assurance Executive to join our Customer Support team. You will play a key role in upholding PakWheels' high standards of customer service, ensuring that every call reflects our commitment to excellence. 

Job Description:

• Listening to recorded calls to identify areas for improvement, such as adherence to scripts, product knowledge, and customer satisfaction.
• Giving constructive feedback to agents on their performance, highlighting strengths and areas for development.
• Creating and maintaining call center quality standards and guidelines.
• Conducting regular audits to assess agent performance and identify trends.
• Analyzing call metrics, such as average handle time, first call resolution rates, and customer satisfaction scores.
• Providing training and coaching to agents to help them improve their skills.
• Working closely with management to identify and implement strategies for improving call center quality.

Requirements:

• Bachelor’s degree in a relevant field.
• Previous experience in a call center quality assurance role is preferred. 
• A certification in customer service or quality assurance will be an added advantage.
• Strong ability to attentively listen to recorded calls and identify areas where agents can improve.
• Skilled in providing actionable feedback and effective coaching to call center agents.
• Solid understanding of customer service principles and best practices, particularly within a call center environment.

At PakWheels, we take pride in fostering a dynamic and innovative workplace culture that values collaboration and growth. Since 2003, PakWheels.com has transformed the automobile industry in Pakistan, helping millions of Pakistanis buy, sell, and maintain their vehicles. By joining PakWheels, you'll be part of a mission to revolutionize the automobile landscape. Our environment thrives on creativity, teamwork, and forward-thinking ideas.