Expert Quality Excellence & CX Transformation

PMCL-JAZZ; Lahore; On-site; PKR 450,000 - 700,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Quality Management

Customer Experience

AI-enabled Quality Transformation

Speech Analytics

Data-driven Improvement

Education

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

Tools

Genesys

Avaya

NICE

Verint

Salesforce

Excel

Power BI

Job description

Title: Expert - Quality Excellence & CX Transformation

Grade: L2

Location: Lahore/Islamabad

Company: JazzWorld

Transform customer interactions into experiences that build trust

At JazzWorld, every customer interaction is an opportunity to deliver a simpler, more consistent and more valuable experience. As Expert - Quality Excellence & Customer Experience Transformation, you will help shape the future of Jazz Enterprise's Digital Customer Operations through intelligent quality management, AI-powered interaction analytics, customer journey governance and modern learning practices.

You will design and embed quality frameworks that use automation and analytics to strengthen service quality, improve customer experience, support regulatory compliance and build workforce capability across voice, chat, email, WhatsApp and digital self-service channels. This role brings together Contact Centre Operations, Quality Management, Training & Development and Artificial Intelligence to deliver measurable improvements in customer and business outcomes.

What you'll own

• Lead the shift to AI-enabled, near-100% quality monitoring through intelligent audit models for compliance, customer effort, agent behaviour, sentiment and escalation risk, supported by controls for accuracy and bias.

• Own QA frameworks, scorecards and standards across voice, chat, email and WhatsApp for Jazz Enterprise's Connectivity, Cloud and Digital Products & Solutions; oversee live and recorded evaluations, statistically valid sampling and regular calibration.

• Govern quality across chatbots, virtual assistants and self-service channels, assessing bot accuracy, containment, customer effort and hand-offs to ensure consistent assisted and digital experiences.

• Use interaction analytics and CES to identify journey friction, repeat contacts, escalations and churn risks; develop predictive insights for service failures, SLA breaches and low CSAT with BI, Data Science and CX teams.

• Lead root cause analysis, mystery shopping and journey reviews, translating customer feedback and operational insights into journey improvements, corrective actions and stronger digital adoption.

• Track and improve quality, FCR, AHT, repeat contacts, complaints, CSAT, NPS and CES; provide clear reporting on quality trends, call drivers, pain points and improvement impact.

• Build workforce capability through AI-assisted learning, role-based training, coaching, refresher sessions and Training of Trainers; measure effectiveness through the Kirkpatrick model and business outcomes.

• Own the knowledge base, QA documentation and training materials; keep content current, introduce AI-powered search, deliver the quality roadmap and annual training plan, establish governance, and manage outsourced QA performance.

What success looks like

• Quality monitoring coverage moves from sampled reviews to AI-enabled, near 100% interaction analysis, supported by reliable audit controls and governance.

• Quality, compliance and customer handling improve consistently across voice, chat, email, WhatsApp, chatbot and self-service journeys.
• Customer effort, repeat contacts, escalations, complaint risks and recurring service failures decline through predictive insights and effective corrective actions.
• Contact centre performance improves across quality score, FCR, AHT, CSAT, NPS and CES, with clear visibility of trends and business impact.
• Customer journeys become simpler and more consistent, with stronger digital adoption and more effective bot containment and hand-offs.
• Training and coaching close individual and team capability gaps, with measurable links to quality and contact centre outcomes.
• Knowledge content, SOPs and quality standards remain accurate, accessible and up to date as products, policies and processes change.
• Quality governance, reporting and outsourced QA performance support a sustained culture of ownership, accountability and service excellence.

You may be a strong fit if you:

• Bring 7+ years of progressive experience in Contact Centre Quality Management, Customer Experience, Learning & Development or Service Excellence, with demonstrated success in AI-enabled quality transformation, speech analytics, quality automation and customer journey improvement across Telecom, Technology, Enterprise Services or Digital Customer Operations.

• Hold a Bachelor's or Master's degree in Business Administration, Telecommunications, Computer Science, Quality Management or a related field.

• Have hands-on experience with contact centre, CRM and QA/speech analytics platforms such as Genesys, Avaya, NICE, Verint or Salesforce, alongside call monitoring, calibration, journey mapping, process improvement and training delivery.

• Understand contact centre QA methodologies, scorecard design, sampling and calibration, and can evaluate interactions from the customer’s perspective to improve service outcomes.

• Bring strong root cause analysis capability, familiarity with Lean Six Sigma tools and experience managing corrective and preventive actions.

• Are confident working with quality and customer metrics including FCR, AHT, CSAT, NPS and CES, using Advanced Excel and Power BI to turn data into actionable insights.

• Have expertise in instructional design, classroom and virtual facilitation, coaching and e-learning tools such as LMS, Articulate and Canva; and practical experience with generative AI, prompt engineering, AI ethics, accuracy and data privacy.

• Work effectively across Operations, Product, IT, Workforce Management and support teams, with strong stakeholder management and excellent written, verbal and presentation skills in English and Urdu. Relevant certifications are an advantage, including COPC CX Standard, CCXP, Lean Six Sigma Green Belt, ISO 9001 Lead Auditor, ATD CPTD/Certified Trainer, Azure AI Fundamentals (AI-900), Google AI Essentials or Power BI Data Analyst (PL-300).

Why JazzWorld

JazzWorld is building Pakistan's next-generation digital services platform.

Here, you will build products and solutions that solve real problems at national scale. The reach of Jazz Telecommunication, combined with shared capabilities across connectivity, transactions and identity, gives builders the power to take an idea from zero to tens of millions.

You will not simply run what already exists. You will create what comes next, turning ambitious ideas into products, products into businesses and businesses into category leaders.

Build. Scale. Learn. Repeat.

As a certified Top Employer, JazzWorld is committed to global workplace standards and an inclusive environment where diverse talent can thrive and perform at their best.