Posted Jan 31, 2024 6902 views
We are seeking a meticulous and detail-oriented Service Analyst to join our team in the role of Quality Assurance Monitoring. As a Service Analyst, your primary responsibility will be to ensure the delivery of high-quality services to our customers by consistently monitoring and evaluating calls handled by our agents. This role is crucial in maintaining and enhancing the overall service standards of our organization.
Key Responsibilities:
Quality Monitoring:
- Regularly monitor and evaluate calls made by service agents to ensure compliance with established quality standards. Assess the effectiveness of communication, adherence to scripts, and resolution of customer queries.
Feedback and Coaching:
- Provide constructive feedback to service agents based on quality monitoring results. Collaborate with team leaders to develop and implement coaching plans for continuous improvement.
Performance Metrics:
- Track and analyze key performance metrics related to service quality. Identify trends and areas for improvement, making data-driven recommendations.
Documentation:
- Maintain comprehensive records of quality monitoring results and agent performance. Prepare and share reports highlighting key insights and improvement opportunities.
Compliance Assurance:
- Ensure that agents adhere to regulatory requirements and company policies during customer interactions. Identify and address any compliance-related issues promptly.
Collaboration with Training Teams:
- Work closely with training teams to provide insights into training needs based on quality monitoring findings. Participate in the development and delivery of training programs as needed.
Job Details
United Bank Limited (UBL)
United Bank Limited is the second largest private commercial bank in Pakistan with over 1000 branches and has an international presence in 10 countries. We are a growing bank with immense potential and prospects for employment in the offering. We are on the path rerouted for attaining excellence; to achieve our goals for more prosperity and to enhance our internal and external equity. We believe in setting the right goals for the right jobs and we strive to identify the right resources. UBL is known for redefining the career paths and growth prospects of all its employees, and we pride ourselves in that. In order to ensure their success, we provide an affluent work environment, conducive and beneficial to the enrichment of their personal grooming and one that proves instrumental for the success of the Bank. UBL is the place for you if you are willing to materialize all your deliverables in alignment with the organization's holistic vision to grow and excel.
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