Opportunity Information
L2
1
Multinational Corporate Entity/ Company
On- Site (Fixed Location)
Lahore
The Role
Expert Quality Excellence & CX Transformation at Jazz Enterprise's Digital Customer Operations (Lahore/ Islamabad), building AI-enabled quality management and customer experience frameworks.
•Lead the shift to AI-enabled, near-100% quality monitoring through intelligent audit models for compliance, customer effort, agent behaviour, sentiment and escalation risk •Own QA frameworks, scorecards and standards across voice, chat, email and WhatsApp; oversee evaluations, sampling and calibration •Govern quality across chatbots, virtual assistants and self-service channels •Use interaction analytics and CES to identify journey friction, repeat contacts, escalations and churn risks •Lead root cause analysis, mystery shopping and journey reviews •Track and improve quality, FCR, AHT, repeat contacts, complaints, CSAT, NPS and CES and report on trends •Build workforce capability through AI-assisted learning, role-based training, coaching and Training of Trainers •Own the knowledge base, QA documentation and training materials and manage outsourced QA performance
Applicants General Eligibility & Requirements
7+ years
Education, Experience and Skills Requirements
- Bachelor 16 Years: Business Administration
- Masters
7+ years of progressive experience in Contact Centre Quality Management, Customer Experience, Learning & Development or Service Excellence, with success in AI-enabled quality transformation, speech analytics and customer journey improvement Preferred: COPC CX Standard, CCXP, Lean Six Sigma Green Belt, ISO 9001 Lead Auditor
Quality Management, Customer Experience, Power BI, Advanced Excel, Lean Six Sigma
Similar Opportunities
About the Employer
Jazz