Expert Quality Excellence & CX Transformation

About the role

JazzWorld is hiring an Expert in Quality Excellence and Customer Experience Transformation (Grade L2) for its Jazz Enterprise Digital Customer Operations, based in Lahore or Islamabad. The role combines contact centre operations, quality management, training and development and artificial intelligence to improve service quality, customer experience and regulatory compliance across voice, chat, email, WhatsApp and digital self-service channels.

Key responsibilities

• Lead the shift to AI-enabled, near-100% quality monitoring through intelligent audit models for compliance, customer effort, agent behaviour, sentiment and escalation risk.
• Own QA frameworks, scorecards and standards across voice, chat, email and WhatsApp, overseeing live and recorded evaluations, sampling and calibration.
• Govern quality across chatbots, virtual assistants and self-service channels, assessing bot accuracy, containment and hand-offs.
• Use interaction analytics and CES to find journey friction, repeat contacts, escalations and churn risks, and work with BI, Data Science and CX teams on predictive insights.
• Lead root cause analysis, mystery shopping and journey reviews, and track quality, FCR, AHT, CSAT, NPS and CES with clear reporting.
• Build workforce capability through AI-assisted learning, coaching and Training of Trainers, measured against the Kirkpatrick model.
• Own the knowledge base, QA documentation and training materials, and manage outsourced QA performance.

Required profile

• 7+ years of progressive experience in contact centre quality management, customer experience, learning and development or service excellence, with AI-enabled quality transformation.
• Bachelor's or Master's degree in Business Administration, Telecommunications, Computer Science, Quality Management or a related field.
• Experience with contact centre, CRM and QA/speech analytics platforms such as Genesys, Avaya, NICE, Verint or Salesforce.
• Strong root cause analysis, Lean Six Sigma tools and corrective/preventive action management.
• Instructional design, coaching and e-learning tools such as LMS, Articulate and Canva, plus practical experience with generative AI, prompt engineering, AI ethics and data privacy.
• Excellent written, verbal and presentation skills in English and Urdu; relevant certifications are an advantage.

Required skills

• Advanced Excel and Power BI
• Genesys, Avaya, NICE, Verint or Salesforce
• Lean Six Sigma tools
• LMS, Articulate, Canva

Applications are open until 11 November 2026.