Overview
Executive Quality Monitoring – Customer Care Quality Management Jobs in Lahore, Punjab, Pakistan at PTCL.Official
Title: Executive Quality Monitoring – Customer Care Quality Management
Company: PTCL.Official
Location: Lahore, Punjab, Pakistan
ARE YOU READY TO JOIN PTCL?
We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.
PTCL actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability.
PTCL Vision & Values:
With a clear vision to become the largest technology player driving the digital transformation of Pakistan, PTCL is guided by a set of our unified core values:
- Be Resilient
- Think Big
- Win Every Battle
- Value Success
IN THIS ROLE YOU WILL
Be responsible for monitoring and evaluating call quality across customer service call centers to ensure consistent adherence to defined service and quality standards. It involves conducting fair and accurate call assessments, maintaining quality records, identifying performance trends, and providing actionable feedback and insights to management to enhance customer experience and service delivery.
HOW CAN YOU EXPRESS YOUR TALENT
- Monitor contact center staff against defined quality standards, identify performance gaps, and recommend improvement areas.
- Conduct timely monthly evaluations of inbound contact center staff in line with assigned monitoring targets.
- Maintain up-to-date knowledge of products and services through regular assessments and knowledge quizzes.
- Ensure accurate and error-free call monitoring while providing constructive feedback to enhance agent performance and service quality.
- Provide operational support to other departments as required to facilitate business objectives and cross-functional collaboration.
WHAT YOU NEED TO BE SUCCESSFUL
Qualification
- Bachelor’s degree in Human Resources, Marketing, Communications, Business Analytics or a related field. Master’s degree preferred.
Technical Skills
- Microsoft Office
- People Handling Skills
- Analysis and Reporting
PTCL family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.
