Quality Assurance Executive

Description:

CareGenix Solutions is looking for Quality Assurance Executive/Quality Control Executive - Customer Support unit to join our team in our Lahore office.

Shift: Evening
Work type: Remote
Salary: Market competitive
Experience Required: 1-2 years

The Contact Center Quality Control (QC) Officer is responsible for ensuring that customer service operations within a contact center are meeting established performance standards, compliance requirements, and customer satisfaction goals.

Key Responsibilities:

1. Regularly audit and assess inbound and outbound customer interactions (calls, emails, chats, etc.) for quality, accuracy, and adherence to company standards.
2. Evaluate agent performance based on predetermined metrics.
3. Provide actionable feedback to agents and management based on quality assessments..
4. Work with team leaders and supervisors to provide coaching and training recommendations based on quality assessments.
5. Support new hires by conducting quality reviews and providing constructive feedback to ensure they meet company standards.
6. Conduct regular audits to verify that agents are following appropriate scripts, protocols, and legal requirements during customer interactions.