AI-Driven CX & Quality Excellence Lead

PMCL-JAZZ; Lahore; Presencial; PKR 450.000 - 700.000; Jornada completa

Descripción de la vacante

JazzWorld is seeking an Expert - Quality Excellence & CX Transformation to shape the Digital Customer Operations by implementing intelligent quality management, AI-powered interaction analytics, and journey governance across voice, chat, email, and self-service channels.

You will lead frameworks and governance, drive improvements, and build workforce capability through AI-assisted learning, with a strong emphasis on KPIs like CSAT, NPS, CES and FCR.

Formación

• Minimum 7 years in contact center quality or CX leadership.
• Experience with AI-enabled quality transformation and analytics.
• Strong knowledge of QA methodologies, scoring, sampling, and calibration.
• Hands-on with CRM and QA tools such as Genesys, NICE, and Salesforce.
• Excellent English and Urdu, with stakeholder management.

Responsabilidades

• Lead AI-enabled quality monitoring across voice, chat, email, and self-service.
• Own QA frameworks, scorecards, and standards across Jazz Enterprise products.
• Govern quality across chatbots and self-service channels.
• Use interaction analytics to identify journey friction and churn risks.
• Lead root cause analysis and journey improvements.
• Report on quality trends and impact.

Conocimientos

Quality Management

Customer Experience

AI-enabled Quality Transformation

Speech Analytics

Data-driven Improvement

Educación

Bachelor's or Master's in Business Administration / Telecommunications / Computer Science / Quality Management

Herramientas

Genesys

Avaya

NICE

Verint

Salesforce

Excel

Power BI

Descripción del empleo

JazzWorld is seeking an Expert - Quality Excellence & CX Transformation to shape the Digital Customer Operations by implementing intelligent quality management, AI-powered interaction analytics, and journey governance across voice, chat, email, and self-service channels.

You will lead frameworks and governance, drive improvements, and build workforce capability through AI-assisted learning, with a strong emphasis on KPIs like CSAT, NPS, CES and FCR.