Head of Service Quality – Customer Services

Job Description

  • In charge of overseeing the team responsible for assessing customer experiences across Customer Services South, providing coaching and guidance as needed.
  • Sharing and presenting weekly stats related to Service Quality with management.
  • Developing and implementing service quality standards, evaluation matrix and guidelines that align with the organization’s goals and objectives.
  • Collaborating with cross-functional teams to identify opportunities for enhancing the Client experience.
  • Staying abreast of industry trends and emerging technologies in the BPO space. Explore opportunities to leverage automation, AI, and other digital solutions to enhance efficiency and service quality.
  • Conduct regular audits and performance reviews to identify areas for improvement and invest in professional development to enhance the capabilities of the CS team.
    Building and maintaining strong relationships with clients.
  • Championing a culture of continuous improvement, encouraging teams to seek innovative solutions and best practices to enhance service quality.
  • Implementing training programs to equip employees with the necessary skills and knowledge to deliver high-quality service.
  • Identifying potential risks that can impact service quality and develop risk mitigation strategies.
  • Leading and motivating a team of service quality professionals, fostering a collaborative and results-driven work environment. Provide guidance, support, and mentorship to enable the team to achieve its objectives.
  • Ensuring adherence to company policies by conducting regular spot checks and floor invigilation to maintain proper floor decorum.
  • Design KPIs for incentive programs to enhance efficiencies at the departmental level


  • Excellent interpersonal and communication skills.
  • Strong customer service orientation with a passion for delivering exceptional experiences.
  • Analytical mindset with the ability to identify areas for improvement.
  • Detail-oriented with strong organizational and problem-solving skills.

Ability to work effectively in a team-oriented environment




5 to 8 years with a minimum of 3 years in a leadership position focused on Service Quality.

Shift Timings

General Shift

Job Category: customer services leadership service quality
Job Type: Full Time
Job Location: Karachi

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