Description :

Grade Level: L1

Location: Lahore

Last date to apply: 14th Feb 2024

What is Analyst Quality Assurance - Contact Centers & Backoffice?

At Jazz, we are dedicated to providing excellent customer experience through innovation and data-driven decision-making. We are currently seeking an Expert Quality Assurance Voice & Non-Voice to join our Customer Focused team.

What does Analyst Quality Assurance - Contact Centers & Backoffice do?

Expert Quality Assurance (Voice & Non-Voice) for contact centers (call center, back office, email & social media communication etc.) will be responsible for having sound understanding of the contact center processes / handlings, to conduct audits / analysis of extended QA team evaluations, managing extended QA team and to gauge the performance & ensure accuracy in evaluations along with creating segment wise comprehensive TNAs. In addition, Expert QA will be responsible for identifying the process improvement areas, capture / address customer pain points and to coordinating with relevant stakeholders for the implementation to improve handlings & overall customer experience.

Key Responsibilities:

• Conduct thorough assessments / audit of evaluations performed by the extended QA team to identify discrepancies and areas requiring improvement.
• Manage the Quality Assurance vendor to ensure accuracy & timely completion of evaluations
• Prepare TNA & collaborate with Training team for timely coaching of agents
• Analyze existing processes and workflows, identifying bottlenecks and areas for streamlining and enhancement of the processes
• Review and discuss the evaluation disputes with VMT / business partners POCs
• Analyze customer feedback / data to identify areas for improvement and collaborate with cross-functional teams to implement the changes
• Provide regular reports to management on performance and quality metrics
• Develop comprehensive TNAs to continuously identify strong and weak areas
• Identify the customer contact reasons & work towards reducing calls and digitalizing processes to enhance self-service channels usage.

Jazz is an equal-opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

What are we looking for and what does it require to be an Analyst Quality Assurance - Contact Centers & Backoffice?

• Bachelor's or Master’s degree in Business Administration, Communication, or a related field.
• At least 1+2 years of experience in quality assurance or operations roles in call centers and back office or any relevant experience in CX domain.
• Strong knowledge of customer experience, metrics, and best practices.
• Proven experience in quality assurance or operations management roles with a focus on customer experience
• Strong analytical skills and ability to analyze data to identify trends and insights.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.