Quality Assurance Executive

ibex; Lahore; On-site; PKR 600,000 - 800,000; Full time

Job summary

ibex is looking for a Quality Assurance Executive in Lahore, Pakistan. The role involves monitoring customer interactions and analyzing data for quality improvements. Candidates must have a Bachelor's Degree and at least 3 years of experience in Customer Services Quality Assurance.

The ideal candidate should possess strong intellectual skills, leadership abilities, and project management capabilities, ensuring service excellence and customer satisfaction.

Qualifications

• 3+ years of Customer Services Quality Assurance experience.
• Ability to work without supervision.

Responsibilities

• Monitor and assess customer interactions to ensure quality standards.
• Provide feedback to agents for skill enhancement.
• Collaborate with teams to develop training programs.

Skills

Strong Intellectual Skills & Communication

Leadership Skills

Project Management

Strategic Management

Data Base Management

Management and Decision Making

Time Management

Education

Bachelor's Degree

Job description

Quality Assurance Executive

• Monitor and assess customer interactions to align with quality benchmarks, ensuring consistent service excellence.
• Analyze evaluation data for actionable insights, driving data‑backed decisions that enhance customer experiences.
• Collaborate cross‑functionally to develop training programs, streamline processes, and maintain high service standards.
• Identify process gaps, suggest enhancements, and contribute to efficient workflows and increased customer satisfaction.
• Provide constructive feedback to agents, empowering skill development for improved customer interactions.
• Ensure adherence to policies, regulations, and standards during customer interactions, upholding service integrity.
• Collaborate with Customer Experience teams to identify pain points, enhancing satisfaction and loyalty through improved journeys.

• Bachelor's Degree
• 3+ years of Customer Services Quality Assurance
• Strong Intellectual Skills & Communication Skill (Written & Verbal)
• Leadership Skills, able to work without supervision
• Project Management & Strategic Management skills
• Data Base Management skills
• Management and Decision Making skills
• Time management