Quality Assurance Executive (Call Center)

As a Quality Assurance Executive at PakWheels.com, you’ll play a crucial role in upholding our high standards of customer service by ensuring every call reflects our commitment to excellence. You will collaborate closely with the Customer Support team, using your keen attention to detail to identify areas for improvement and drive continuous enhancement of customer interactions. This role requires strong analytical skills, a passion for quality, and a proactive approach to coaching and development within a dynamic, fast-paced environment.

Responsibilities:

• Monitor and evaluate recorded calls to assess adherence to scripts, product knowledge, and customer satisfaction.
• Provide constructive and actionable feedback to agents, highlighting both strengths and areas for improvement.
• Develop and maintain call center quality standards, guidelines, and audit processes.
• Conduct regular performance audits to identify trends and areas for development within the support team.
• Analyze key call metrics such as average handle time, first call resolution rates, and customer satisfaction scores to drive continuous improvement.
• Design and deliver targeted training and coaching sessions to help agents enhance their skills and performance.
• Collaborate with management to identify and implement strategies to improve overall call center quality and customer service delivery.

Qualifications:

• Bachelor’s degree in a relevant field.
• Proven experience in a call center quality assurance role is preferred.
• Certification in customer service or quality assurance is a plus.
• Strong listening skills with the ability to attentively analyze and evaluate recorded calls.
• Effective communication and coaching skills for providing actionable feedback to agents.
• Solid understanding of customer service 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.