Executive Quality Assurance

PTCL Group is a Leading Tech group of Pakistan, extending unrivalled services across the nation. The aim to revolutionize the technology industry with high-end innovative solutions makes the group stand out in all tiers of service delivery. PTCL group is known for providing the largest Integrated Information Communication & Technology (ICT) and Cellular Network services in Pakistan.

PTCL Group believes in the philosophy of endorsing equality with best practices of Diversity & Inclusion, Culture Transformation & Change Management, and Equal Employment Opportunity. We provide a growth & development-driven culture with dynamic learning opportunities which enables our people to broaden their horizon and develop as true professionals. Our corporate values are deeply engraved in our day-to-day operations that fosters a cohesive team environment and a drive to maintain the highest standards of leadership and management.

IN THIS ROLE YOU WILL

• Ensure error-free monitoring and completion of monthly monitoring target of Contact Centers.
• Address concerns of CC Teams received for monitoring and satisfactory closure.
• Share TNA based on monitoring for necessary training with stakeholders and providing supporting data.
• Conduct calibration sessions to ensure that the monitoring team is aligned with defined Quality Monitoring Standards.
• Review team performance and arranging coaching sessions.
• Review and design Quality monitoring standards to stay aligned with business and industry practices/ updates.
• Coordinate with all stakeholders for operational matters and serving their requirements.
• Ensure the timely investigation and closure of Contact Centre complaints received through customers and PTA.
• Be responsible for reporting & keeping records up to date on all Quality monitoring working w.r.t SOPs in place.
• Be responsible for developing the team and developing successors.
• Participate in meetings/work groups to ensure understanding of current state-of-the business; is aware of ongoing systems updates/upgrades/challenges that may impact the team’s performance.
• Ensure adherence to the ISO framework.
• Ensure validation of service delivery platforms i.e., IVR, Apps, websites, and other channels.

HOW CAN YOU EXPRESS YOUR TALENT

• Ensuring timely completion of Monthly Call Targets of Contact Centers.
• Ensuring evaluator output in evaluation is error free along with the satisfactory closure of concerns received.
• Ensuring timely investigation and closure of contact center complaints.
• To ensure the accuracy of Service Delivery platforms (IVR, Website, and Digital Channels).
• Ensure that the monitoring teams are aligned according to the defined quality parameters through calibrations and re-evaluation.
• Ensure Team performance should be at a satisfactory level and develop resources through necessary training and coaching sessions.
• Ensure to keep updated with the latest product and services and appear in monthly quiz.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification

• Minimum Bachelor's Degree from a reputed organization.

Experience

• Experience in Quality Department
• Telecom Industry perspective

Competencies

• Quality Management Systems
• Analytical thinking
• Simplest Solution with empathy
• Time and Team Management skills
• Negotiation Skills