Quality Assurance Consultant – Global Support Excellence

Joblogic Service Management Software; Lahore; Hybrid; PKR 1,100,000 - 2,300,000; Full time

Benefits offered by this job

Life Insurance & Medical Insurance (In

Provident Fund

Gym Facility

Remote Working during pandemic

Company trip

29 annual leaves

8 sick & compassionate leaves

Job summary

Joblogic Service Management Software is seeking a Quality Assurance Consultant to uphold high support quality across the team. You will review conversations, assess interactions, and provide constructive feedback to agents to drive improvements.

The role involves analyzing metrics, reporting performance, and identifying training needs. Strong communication and organizational skills are essential for ensuring consistent evaluations and contributing positively to the team culture.

Qualifications

• Bachelor’s degree in any field.
• Experience in the customer service space.
• Proven analytical skills.
• Hands-on experience in quality assurance.
• Ability to communicate negative feedback.
• Good organizational skills and goal-setting.
• Understanding basic business metrics and impact of support.

Responsibilities

• Maintain and develop internal support and call center quality standards.
• Review a subset of support agents’ conversations (calls, emails, chat, etc.).
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Analyze all customer service metrics and how the support team’s performance affects those KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance on the agent and team level.
• Create reports that reflect support performance.
• Report support team’s performance to team leads and managers.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.

Skills

Analytical skills

Quality assurance

Feedback delivery

People skills

Organizational skills

Customer service

Education

Bachelor's degree

Job description

Joblogic Service Management Software is seeking a Quality Assurance Consultant to uphold high support quality across the team. You will review conversations, assess interactions, and provide constructive feedback to agents to drive improvements.

The role involves analyzing metrics, reporting performance, and identifying training needs. Strong communication and organizational skills are essential for ensuring consistent evaluations and contributing positively to the team culture.