Quality Assurance Analyst

0

Careem Lahore

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Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride-hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation. Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 120 cities across 15 countries and has created more than one million job opportunities in the region. Job Overview Responsible for monitoring and evaluating calls for exceptional customer service and technical resolution. Delivers feedback to the Support Professionals, develops action plans and implements changes and drive Care team performance by remotely staying connected. Additionally, the role will ensure adherence to Quality management process and ensure Careem care policies are in place while driving performance through remotely handling the system and processes.

Job Responsibilities

The incumbent will support our customers in the improvement of the Careem top strategic quality alignment drivers. This individual will facilitate Quality calibration sessions with operation, quality and training members. This individual will perform analysis of results; participate in problem solving and participate in the development of process improvement initiatives. • Records, listens, and evaluates technical calls for customer service skills, technical skills, and policy and procedure adherence. • Provide timely and constructive feedback to Support Professionals online. • Serve as the source of information and data for all areas and employees within team. • Provide feedback and insights to stakeholders to ensure continuous improvement in process. • Track and report the results of coaching scores. • Consistently monitor accuracy of monitoring forms and legends. • Conduct refresher session/training classes (secondary). • Provide coaching feedback and calibration sessions with stakeholders. • Provide at least 10 hours per week of customer or captain support via telephone and other electronic mediums for an assigned product. • Track quality data for Quality analytics. •

Qualifications and Skills Required

Skill in providing an exceptional customer experience and possess the minimum training skills following the assessments stage. • Must demonstrate meeting or exceeding all KPIs for their current role. • Must demonstrate recognized as a resource to their peers. • Skill in verbal and written communication to analyze, interpret and address customer needs. • Knowledge of PC applications (MS Office). Possess a strong understanding of current technology. • Ability to work with minimal guidance or supervision in a time critical environment. • Ability to be flexible and quickly adapt to changing business needs and processes. • Demonstrate a professional demeanor at all times • Demonstrate effectively, Communication skills in multiple settings. • Maintain a high level of energy when facilitating a class • Ability to work staggered support hours. • Knowledge of contact services industry and best practices. • Equivalent education or experience may be substituted for any of the above.

Previous work experience in a call center is a huge plus

Typical Pay for this Type of Work Glassdoor Rs 52.9k–57.2kper month SQA Engineer Based on local employers

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