Participates in customer and client listening programs to identify customer needs and expectations.
Monitor the effectiveness and quality of incoming calls and emails.
Determine weaknesses in performance and establish solutions to improve.
Ensure compliance with company's quality systems.
Identify process improvement opportunities.
Generate and maintain feedback and coaching documentation./Provides feedback to call center team leaders and managers.
Offer daily feedback via verbal & written communication.
Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call center.
Ability to work and complete projects without supervision, self motivated.
Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
years of call center customer care experience, preferably in a technical environment.
Strong attention to detail, exceptional listening and analytical skills.
Excellent communication skills both written and verbal required.
Excellent organizational skills and ability to handle multiple tasks under deadlines.
Strong knowledge of customer care processes and techniques.
Demonstrated ability to work well in a team environment.
Nexcel Solutions is in search of talented and motivated individuals for the post of Quality Assurance Specialist in the field of Quality Assurance in one of their office located in Lahore - Pakistan. The ideal candidate should have inter/bachelors qualification and atleast less than 1 year of experience. The position require equality, customer, client, quality, incoming, calls, performance, solutions, compliance, quality systems, process improvement, feedback, coaching, call center, verbal, written communication, functional, supervision, customer care, technical, environment, analytical skills, communication skills mandatory skills. This is a Full-Time night shift job.Salary vary between 25k to 40k (PKR) per month depending upon skills and years of experience candidate got.
About Nexcel Solutions
Nexcel Solutions is a provider of customized Business Process Outsourcing (BPO) services. We are a recognized organization with a wide and in-depth knowledge in offering excellent outsourcing solutions to our valued clients. We mainly deals in sales.