Executive Quality Monitoring – Customer Care
PTCL.Official · Lahore
Job description
About the role
We are looking for an Executive Quality Monitoring professional to oversee call quality across our customer service centers, ensuring adherence to service standards and enhancing the customer experience.
Key responsibilities
- Monitor and evaluate inbound call quality against defined standards.
- Conduct fair and accurate call assessments and maintain quality records.
- Identify performance trends, gaps and provide actionable feedback to agents and management.
- Perform monthly evaluations of contact centre staff and recommend improvement areas.
- Stay updated on products and services through regular assessments and knowledge quizzes.
- Provide operational support to other departments as needed.
Required profile
- Bachelor’s degree in Human Resources, Marketing, Communications, Business Analytics or a related field (Master’s preferred).
Required skills
- Microsoft Office
What we offer
- Family‑centric policies including 6‑month maternity and 30‑day paternity leave.
- Hybrid work model supporting work‑life balance.
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Published 1 month ago
Expires 3 weeks from now
49 views · 0 interested
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PTCL.Official
Lahore