Manager Quality Evaluation - Customer Care

ARE YOU READY TO RISE WITH PTCL GROUP

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability .

PTCL Group Vision & Values:

With a clear vision to become the largest technology player and champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:

• Be Resilient
• Think Big
• Win Every Battle
• Value Success

IN THIS ROLE YOU WILL

The position is responsible for implementing, monitoring, and reporting service quality standards across Customer Care functions, including scorecards, OLA reports, mystery shopping, dashboards, and NPS evaluations. It also ensures centralized communication, cross-departmental coordination, and ISO 9001 compliance, while independently driving quality improvement initiatives with minimal supervision.

HOW CAN YOU EXPRESS YOUR TALENT

• Design, roll out, and coordinate monthly and quarterly mystery shopping surveys, prepare reports and dashboards with vendor support, and share insights with management and stakeholders.
• Manage the centralized QAU helpdesk for timely communication, circulation of Management Information Bulletins (MIBs), and coordination with internal and external stakeholders.
• Ensure timely preparation and circulation of Operational Level Agreement (OLA) reports with relevant stakeholders.
• Oversee the timely rollout of service quality scorecards to track and improve performance.
• Develop analytical reports and dashboards on CSAT, NPS, and other metrics as per organizational requirements.
• Ensure adherence to ISO compliance standards in all quality assurance processes.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification

Minimum: Bachelor’s degree in business administration, Quality Management, or related discipline.

Preferred: Master’s degree in business administration, Quality Management or a related degree

Technical Competenices

BI Savy; Disruptive Thinker; Change Agile

Preferrence would be given to Team Manager, Expert in Market Research and Business Analysis

PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.