Customer Experience & Quality Assurance Lead

PTCL.Official; Karachi Division; Hybrid; PKR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

6-month maternity leave

30-day paternity leave

Hybrid work model

Job summary

PTCL Group is seeking a role focused on maintaining service quality and compliance, improving CSAT scores, and driving revenue growth through effective sales and service delivery. The position also emphasizes team development and adherence to organizational standards.

The role requires minimum education of a bachelor's degree, proficiency in MS Office and CRM, and a hybrid work model supporting Karachi operations.

Qualifications

• Minimum bachelor's degree is required.

Responsibilities

• Be responsible for ensuring service quality and compliance with SOPs, and customer-handling guidelines.
• Enhance CSAT scores and mystery shopping results.
• Drive revenue growth through effective sales and service delivery.
• Ensure shop operations are efficient and aligned with standards and procedures.
• Lead team development and performance improvement.

Education

Bachelor's degree

Tools

MS Office

CRM

Job description

PTCL Group is seeking a role focused on maintaining service quality and compliance, improving CSAT scores, and driving revenue growth through effective sales and service delivery. The position also emphasizes team development and adherence to organizational standards.

The role requires minimum education of a bachelor's degree, proficiency in MS Office and CRM, and a hybrid work model supporting Karachi operations.