Expert Quality Excellence & CX Transformation
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Full job description
Salary: PKR Negotiable
Jazz is hiring a Grade L2 quality and customer experience specialist to lead quality for its Enterprise digital customer operations in Lahore. The role moves quality checking from small samples to AI-assisted review of nearly every interaction across voice, chat, email, WhatsApp and self-service. You will set quality standards, use interaction data to spot friction and repeat contacts, and help teams turn those findings into simpler, smoother customer journeys. You will also coach and train service teams and keep quality guides and knowledge up to date, so service stays consistent as products change.
What we're looking for:
- 7 or more years of progressive experience in contact centre quality, customer experience, learning and development, or service excellence
- Bachelor's or Master's degree in Business Administration, Telecommunications, Computer Science, Quality Management or a related field
- Hands-on experience with contact centre, CRM and quality or speech analytics tools such as Genesys, Avaya, NICE, Verint or Salesforce
- Strong root cause analysis skills, familiarity with Lean Six Sigma, and experience managing corrective and preventive actions
- Confident with quality and customer measures including first-contact resolution, handling time, CSAT, NPS and customer effort, using Advanced Excel and Power BI, with strong English and Urdu communication skills
Key Responsibilities & Deliverables:
- Lead AI-assisted quality monitoring across voice, chat, email, WhatsApp and digital self-service, checking accuracy and fairness in automated reviews
- Own quality frameworks, scorecards and sampling for Enterprise connectivity, cloud and digital products, including live and recorded reviews and calibration sessions
- Govern chatbot and virtual assistant quality, checking answer accuracy, containment, customer effort and smooth handover to human agents
- Use interaction analytics and customer effort data to find journey friction, repeat contacts and churn risks, and share forward-looking insights with data and customer experience teams
- Run root cause reviews, mystery shopping and journey checks, turning feedback into fixes, corrective actions and stronger use of digital channels
- Track quality, first-contact resolution, handling time, repeat contacts, complaints and satisfaction and effort scores, and report trends and improvement results clearly
Skills & Tools:
Position: Expert Quality Excellence & CX Transformation
Work: On-site
Salary: Market Competitive
Company: JAZZ
Work Location: Lahore, Pakistan
Apply by sending your CV + profile through Jobswala.
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