Quality Assurance Executive (Calls)

About the Role:

We are seeking a dedicated Quality Assurance Executive to join our dynamic team. This role is crucial for maintaining the highest standards of service quality and compliance within our Call Centre operations, regulated by the Financial Conduct Authority (FCA). You will play a pivotal role in assessing and enhancing the performance of our Call Centre associates, ensuring our services not only meet but exceed regulatory standards and customer expectations.

Responsibilities:

• Quality Assurance and Compliance Monitoring:

Conduct thorough assessments of all FCA-regulated protocols to ensure the quality and compliance of interactions between Call Centre associates and customers.

• Call Monitoring:

Systematically monitor both inbound and outbound calls to verify technical accuracy and conformity with the company's policies and procedures. Manage and book large volumes of calls, manually dial customers and subcontractors for appointments, and rearrange or swap engineers' jobs while updating customers accordingly.

• Team Management:

Efficiently manage team groups to provide prompt feedback & stats to our customer facing agent and relevant supervisors to increase the efficacy & to increase their experience on customer journey.

• Administrative Duties:

Perform necessary administrative tasks, including updating and logging sheets as assigned by colleagues.

We Value:

• Minimum 1 year of experience in a similar role.
• Excellent verbal, written, and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Strong time management skills.
• Ability to multi-task and successfully operate in a fast-paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Proficiency in Microsoft Word & Excel.

Why Join Eminent4U?

• Shifts: Daytime 01:00 pm till 09:30 pm PST with alternate weekends off.
• Market Competitive along with KPI based rewards, Punctuality allowance, Weekday allowance, Birthday allowance, Annual Bonuses, Anniversary Bonus & several other fringe benefits.
• Opportunity to work in a dynamic and inclusive environment focused on professional growth and employee satisfaction.

Location: Shahra-e-Faisal, PECHS, Block-6, Karachi

Job Type: Full-time

Pay: Rs60,000.00 - Rs70,000.00 per month

Application Question(s):

• Can you join us urgently?

Experience:

• Calls Quality Assurance: 1 year (Required)

Language:

• English (Preferred)

Work Location: In person