Assistant Manager Quality Assurance - Karachi

Responsibilities:
* Leading a team of executives responsible for the quality of the contact center operations.
* Evaluating team(s) performance on Daily/Weekly/Monthly basis.
* Ensuring that proper procedures of feedback are being followed.
* Monitoring and Promoting excellent communication and interpersonal skills among team members and contact center executives.
* Conducting gap analysis through recorded calls and bridging the gaps.
* Generating quality scoring report and communicating statistics to management.
* Coordinating and conducting sessions with team to ensure that proper feedback and inputs are given.
* Meeting targets assigned by the Head of Contact Center(s).
* Ensuring proper and smooth flow of information within the Contact Center.
* Maintain and strictly adhere to PSM (Performance Scoring Module) statistics.
* Ensure correct feedback is given and records and profiles are updated with comments.

Qualification & Experience:
* BA/BBA/BBA-IT/BCS or Masters Degree holder.
* 2-5 years experience in Contact Center Operations.
* Excellent communication, presentation and negotiation skill.
* Multi-task, maintain a high standard of service & quality.
* Ability to have stress, time management and team player.

Please feel free to forward your resume to careers@wateen.com or
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