Supervisor, Quality Assurance
ibex · Islamabad
Job description
About the role
The Quality Assurance Supervisor will drive service excellence by evaluating customer interactions across multiple channels and ensuring compliance with client standards. This role supports one or more client accounts within a portfolio environment.
Key responsibilities
- Conduct quality evaluations of calls, emails, and chats, providing actionable feedback to Customer Service Executives.
- Facilitate team huddles, health checks for new processes, and monitor performance metrics such as NPS, Quality, CSAT, and ICE.
- Prepare analytical reports, dashboards, trend analyses, and recommend corrective actions.
- Partner with Operations and Training teams to enhance customer experience and agent capability.
Required profile
- Minimum Bachelor’s degree.
- At least 1 year of experience in Quality Assurance or Contact Center Operations.
- Strong interpersonal, communication, and stakeholder management skills.
- Excellent written and verbal English.
Required skills
- Microsoft Excel
- Microsoft Office suite
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Published 14 hours ago
Expires 1 month from now
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ibex
Islamabad
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