QA Manager ( Call Center )

QA Manager ( Call Center ) Job in Pakistan
Errands Services , Pakistan Premium Job

2 Years
40,000 - 70,000 PKR
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
Total Vacancies
1 Job
Posted on
Sep 15, 2020
Last Date
Dec 15, 2020

Job Description

Errands Services is looking for a- Quality Assurance Manager who will be responsible for the daily supervision and management of a team of quality assurance representatives (QAR). QA Manager’s primary role is to oversee the daily operations of the QA Team and to ensure quality program and initiatives are carried out to meet and exceed the standards set forth by the company and the client.

Job Requirements:

  • Implement the Program’s Quality Plan and monitor overall activities of the QA team .
  • Collaborate with Training, Operations and the Client to keep an open line of communication regarding CSR and Program quality specifics
  • Develop and execute innovative strategies to ensure CSRs have the necessary skills and competencies to meet client expectations
  • Monitor progress of individual team members; recommend performance action plans for members who are not meeting established standards
  • Work with program Supervisors and Managers to ensure that all CSRs are meeting agreed quality standards
  • Provide guidance as needed to both new hires and less experienced staff
  • Attend and contribute to internal and client meetings, calibrations and similar get-togethers to become updated with latest concerns and issues in the department and in the program
  • Remain abreast with program and product updates and assist in conducting Training Needs Analysis for continuing education of CSRs and Leaders
  • Provide quality trends and make recommendations for up-training and/or skills enhancement to Training and Operations teams
  • Perform other duties and responsibilities that maybe assigned from time to time

Job Specification

  • 2-3 years QA experience in a call center environment
  • Proficiency in Microsoft Office applications, especially MS Word, Power Point and Excel
  • Excellent oral and written communication skills
  • Detail-oriented
  • Analytical skills
  • Exceptional motivational and interpersonal skills
  • Able to work independently
  • Flexible Schedule
  • Dependability regarding completion of assignments and attendance

Errands Services

Consumer Services - Rawalpindi, Pakistan
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