| Job Title: |
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Quality Assurance Team Lead |
| Category: |
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Quality Assurance (QA) |
| Total Positions: |
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1 |
| Job Location: |
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Lahore |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
|
3 Years |
| Salary Range: |
|
PKR 0 to 0 per Month |
| Apply By: |
|
Apr 21, 2018 |
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| Job Description: |
Job brief
An experienced resource to devise Quality assurance strategy. Identifying and assessing calibration sessions based on Quality parameters. Management of overall CC staff KPIs based on quality standards.
Responsibilities
- Identify and assessing agent performance through Call evaluations.
- Preparing development plan that addresses future needs and expectations.
- Deploy a wide variety of quality enhancement methods
- Monitor and evaluate calls keeping in view effectiveness and FCR
- Manage Quality budget [if any]
- Staff training needs assessment
- Maintain a keen understanding of call evaluation trends, developments and implement best practices.
- Designing and preparing skill Inventory for individuals to deliver focused coaching sessions.
Requirements
- Proven work experience as a Quality assurance team lead in Call Center environment
- Familiarity with traditional and modern coaching and evaluation methods (mentoring, coaching, on-the-job or e-learning, workshops, simulations etc)
- Excellent communication and leadership skills
- Ability to plan, multi-task and manage time effectively
- Strong writing and record keeping ability for reports and Good computer skills
- Master Degree holder [Preferable] Bachelor Degree holder [At least 02 years of Team lead level experience]
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| Required Skills: |
| Strong Communication skills,leadership skills |
| Company Information |
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Company Name: Trans World Associates (Pvt) Ltd
Company Description:
Transworld: Pakistans backbone for international connectivity Transworld is a joint venture of Orascom Telecom Holding, Saif Group and Omzest Group of Oman and is Pakistans premier Internet and international connectivity provider. We have built our reputation providing reliable backhaul connectivity services to Pakistans leading ISPs and telcom operators. In the few years of its operation, Transworld has quickly become the favored choice of every major Broadband ISP, licensed voice operator and large corporations that require Tier 1 bandwidth to connect to the global community. It is a vital artery for voice and data communication in and out of the country and one of the major Internet routes for Pakistan. Transworld commenced operations in 2006 and is the only operator in Pakistan which owns its 1,300 KM submarine cable system TW1 and has capacities on other regional cables both on eastern and western sides for route diversity and resilience. The company has peering in Middle East, Europe, US and Far East with Tier-1 operators to provide lowest latency connections for Internet and data traffic.By virtue of its state of the art network, own private cable, international peering with Tier1 operators and strong local presence, Transworld gives unmatched SLAs to its local and international customers.
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