Job Description

- Business degree with IT background preferred - Responsible to acquire sound knowledge of all projects and perform as 1st hand guide to understand the operational & enablement needs and action plan. -Responsible to lead as an inspiration for entire QA team and use all enablement tools effectively for prompt and identical improvement in QA Scores through training & process documentation. -Responsible to ensure smooth execution of all operational tasks by making a comprehensive coverage plan which not only covers all projects but also covers the business processes we are handling driven on the bases of volume percentage; that ensures equal number of evaluations per agent/projects and flexible enough to be altered as per the need of the ops team or client; with assurance of 100% feedback on same day -Responsible to ensure effective loop closure on all highlighted improvement areas by implementing and leading continuous improvement process - Responsible to participate in all client meetings related to Processes (Wherever applicable) and ensure timely roll out of all updates, ensure sign offs, red book update and quizzes with the help of given resources and follow up on QA related tasks -Ensure 100% completion of all corrective & preventive measures for all projects & people including QA team identified throughout the month -Responsible for all Team Tasks, Team quality, Team Quiz, Reversions, Inter departmental meetings etc. -Responsible to prepare & send daily, weekly & monthly coverage & performance reports (QA, Training & Processes) -Responsible to Prepare & Present Weekly & Monthly QA dashboards with clear visibility on project and agent wise QA trends -Minimum 3 years of experience in BPOs – International contact center campaigns -Excellent interpersonal skills with inspiring leadership abilities -Flexible to work in night shifts and public holidays -Excellent English language skills & COPC/Six sigma & ISO will be added advantage

Required Education

• Bachelor (16 Years) Degree in Bs Computer Science from Recognized Institutes with Experience.

Job Locations

• Lahore , Vacancies: 5

Additional Information