OLX Pakistan

Quality Assurance Supervisor Contact Centre

Full-Time in Lahore, PK - Telesales

OLX Pakistan is sourcing for a "Quality Assurance Supervisor" in Lahore. The role is Lahore-based and will report to QA Manager.

The incumbent will be tasked with the following:

Participates in the design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to the site management team.
Uses a quality monitoring data management system to compile and track performance at team and individual levels.
Performs monitors of customer care email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.

Requirements:

- 1-2 Years of experience in Quality Assurance of agent communication.

- A bachelors degree from a reputable institute