Care Quality Assurance Lead - PAY
Careem
Lahore, Pakistan
3d ago

At Careem, we are driven by the purpose of simplifying the lives of people and building an awesome organisation that inspires.

Based in Dubai, we started our journey as a pioneer of the Middle East’s ride-hailing economy. Today, Careem is the region’s everyday Super App operational in 13 countries and over 100 cities.

The Super App provides a host of daily services that people need to move around, to order things and to transfer money in one unified smartphone app.

Our goal is to simplify people’s daily lives so that they can spend their precious time and mindshare on things that really matter and on realizing their potential.

Job Purpose

Provide support to the experience lead in streamlining of processes & SOP’s to ensure customer delight and achieving zero % error level

Key Accountabilities

  • Ensuring excellent customer experience through regular evaluation of interactions between front line representative and customers
  • Design, develop, deliver daily / weekly huddles & need based training sessions for contact centre & newly hired resources
  • Developing constructive feedback / voice of customer through test calls, work code analysis and spot-checks
  • Sharing weekly and monthly performance trends along with findings to bring immediate improvement
  • Mentoring & coaching low performers, identified in regular evaluations, through dedicated individual sessions with strong follow-up to gauge improvement
  • Suggesting action plans to improve FCR for most common queries / complaints
  • Preparation of TNA's through evaluations, spot checks, customer satisfaction surveys, NPS, mystery shopping etc.
  • QA audits and analysis of all care touch Points
  • Assuring the achievement of monthly Quality Service Level to the set threshold
  • Weekly / Bi-weekly spot checks on OSP evaluations
  • Strong follow up and communication skills (oral & verbal) Able to meet deadlines
  • Self-reliant and display ownership to ensure end to end resolution
  • Qualification & Experience

  • Minimum Bachelor’s degree
  • A minimum of 4 - 5 years of experience in call centre Quality Assurance / Standardization & Training
  • Good presentation skills
  • Able to speak, read and write good English. Understanding Arabic will be a plus
  • Advanced knowledge of BPO and Call Centre setup
  • Should possess technical skills preferably work experience in Branchless Banking / Microfinance banking / Telecommunication sector
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