| Job Title: |
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Quality Assurance Team Lead - Call Centre |
| Category: |
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Quality Assurance (QA) |
| Total Positions: |
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2 |
| Job Location: |
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Lahore |
| Gender: |
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No Preference |
| Age: |
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25 to years |
| Minimum Education: |
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Bachelors |
| Career Level: |
|
Entry Level |
| Minimum Experience: |
|
1 Year |
| Apply By: |
|
Jul 26, 2025 |
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| Job Description: |
Are you passionate about delivering exceptional customer service through strong quality control and leadership? Join our dynamic team as a QA Team Lead and help shape the future of our call center’s performance and service excellence.
Key Responsibilities:
- Lead and coach the Quality Assurance (QA) team to monitor, evaluate, and improve agent performance
- Develop and implement quality monitoring frameworks and KPIs
- Identify training needs based on QA findings and collaborate with the training department
- Analyze call center data to identify trends, gaps, and improvement opportunities
- Provide regular feedback and reports to management on quality performance
- Drive compliance with company standards, procedures, and customer service goals
Requirements:
- Proven experience in a call center as a QA team lead role.
- Strong analytical and problem-solving skills.
- Excellent communication and coaching abilities.
- Ability to manage a team and work cross-functionally.
- Familiarity with QA tools, CRM systems, and call monitoring software
Why Join Us?
- Competitive salary and benefits
- Career growth opportunities
- Supportive and collaborative work culture
- Make a real impact in customer experience and operational excellence.
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| Company Information |
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Company Name: EFU Life Assurance Ltd
Company Description:
pWith 8000 people spread across 320+ branches, EFU Life is the largest private sector life insurance company in Pakistan. Today, our policy holders look to us to protect their loved ones and we’re proud to be the trusted protector of Pakistanis everywhere and their financial futures./ppWe have nurtured a large and diversified talent within the organization. We’re proud to have cultivated smart hardworking teams driving our growth, helping us to innovate again and again in marketing, technology innovation, operations, HR or in product or channel development./ppWe welcome smart, motivated, people of all ages and backgrounds, willing to make EFU Life their home and become the future drivers of yours and our success/ppCome, join the family!/p
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