Customer Care Quality / Compliance Officer  
AA WEB SOLUTIONS (SMC -PRIVATE) LIMITED   More jobs from this company

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Job Title:   Customer Care Quality / Compliance Officer
Category:   Client Services
Total Positions:   2
Job Location:   Lahore
Gender:   No Preference
Minimum Education:   Bachelors
Career Level:   Experienced Professional
Minimum Experience:   2 Years
Salary Range:   PKR 70,000 to 100,000 per Month
Apply By:   Jul 21, 2021
     
     
 
Job Description:

We are looking for a Customer Care Quality & Compliance Officer. Candidates with excellent written & verbal English skills and more than two years of experience in the same field are encouraged to apply.

DUTIES & RESPONSIBILITIES:

  • To be responsible for the monitoring of quality and compliance within the Customer Care Team.
  • To carry out an agreed number of quality checks for live chats, calls and emails carried out by the team.
  • As a result of checks carried out, to feedback trends and compliance failings to management.
  • Identify critical failing points set by the company and pro-actively report these back to management.
  • Closely monitor compliance against company Service Level Agreements and report back to management on a daily basis.
  • Direct the Customer Care Team with regards to daily activities that require completion and/or action on a daily basis.
  • Monitor adherence to process and feedback to management. Assist and support the AGM in identifying training needs and developing training plans in accordance with these observations.
  • Deliver regular training.
  • Any other reasonable duties. 

Person Specifications – Abilities & Skills:

Knowledge

  • Detailed knowledge of quality control and compliance.
  • Detailed knowledge of complaint handling.
  • Knowledge of the self-adhesive label industry would be desirable but not essential to the role as full training will be provided.

Skills

  • Excellent level of attention to detail
  • Excellent command of the English language, in written, verbal and comprehension terms.
  • Good time management skills with the ability to work under pressure.
  • Demonstrable problem-solving skills and ability to find answers/solutions.
  • Able to learn, retain and apply knowledge acquired through training.
  • IT literate and able to use and/or learn standard and proprietary software and more specifically, proficient in use of Power point, Word, Outlook, Excel. 

Experience

  • Quality Assurance and compliance experience.
  • Customer Care experience. 

Qualities

  • Ability to identify trends and compliance failings
  • Ability to clearly direct and concisely set out quality and compliance requirements
  • Ability to identify critical failings and pro-actively report to management
  • Ability to swiftly adapt and respond positively to change
  • Ability to maintain a positive, “winning/can do” attitude at all times.
  • Ability to take ownership and see a task through to completion even though some aspects of the task will be carried out by other team members
  • Ability to multi-task, deal with competing priorities and effectively communicate to ensure SLAs are met and customer satisfaction is maintained.  

Hours Of Work

  • 1:30pm – 10:30pm (Monday – Friday) 

Company Information
 
Company Name:  AA WEB SOLUTIONS (SMC -PRIVATE) LIMITED
Company Description:
pAA Web Solutions provide back office and IT support for Green Technologies Ltd. Based in UK & Europe who manufacture plain and printed labels in both roll and sheet formats for B2B and B2C customers, across a broad range of market sectors and industry types. The company, trading as AA Labels has been in existence for 13 years and is continuing to experience strong growth, making it one of the leading suppliers of labels in the UK. We also run a charity Medical Aid Action in Lahore where over 20,000 patients per month are treated for free in our medical center. We have an air-conditioned/heated luxury office that 20+ team members enjoy the vibrant and fast-paced environment. Join us if you dare to accept new challenges and learn fast to achieve unprecedented success in your career./p

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