Qualification: Bachelors in IT or Engineering.

Experience: Previous experience in a customer support or quality assurance role is preferred.

Job Location: Head Office- Jawalakhel

Skills and Knowledge:

• Strong knowledge of customer service and best practices.
• Excellent attention to detail and ability to analyze data effectively.
• Strong verbal and written communication skills.
• Proficient in using customer support tools.
• Ability to provide constructive feedback and coaching.
• Ability to work independently and as part of a team.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Familiarity with customer support metrics and performance tracking.
• Excellent organizational and time management skills.

Job Duties & Responsibilities:

• Conduct comprehensive evaluations of customer support interactions, including phone calls, live calls, emails, and social media interactions.
• Assess the quality, accuracy, and completeness of responses provided by support agents.
• Evaluate adherence to established policies, procedures, and service level agreements.
• Identify areas of improvement in agent performance and provide actionable feedback.
• Prepare regular reports summarizing quality assurance findings, trends, and recommendations.
• Track and monitor performance against established targets and benchmarks.
• Identify patterns or recurring issues to support continuous improvement efforts.
• Collaborate with support team leaders and stakeholders to identify process inefficiencies and areas for improvement.
• Propose and implement process enhancements to optimize the customer support experience.
• Develop and update training materials, knowledge base articles, and resources for support agents.
• Contribute to the development and implementation of best practices for support interactions.
• Identify training needs and collaborate with the training team to develop or update training programs for support agents.
• Support the onboarding process for new support agents, ensuring they are equipped with the necessary skills and knowledge.
• Identify trends, common issues, and areas of improvement from customer feedback.
• Provide insights and recommendations to enhance the overall customer support experience.

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