Performance & QA Job in Karachi at M&P Express Logistics

Job Overview

M&P Express Logistics is seeking a dynamic and experienced professional for the position of AM – Performance & QA in Karachi. This role is essential for monitoring and enhancing customer service performance within the organization.

Key Responsibilities

• Monitor and analyze individual and team performance against Customer Service KPIs.
• Prepare daily, weekly, monthly, and annual performance reports and dashboards.
• Conduct quality evaluations of customer interactions, including calls, emails, chats, and complaint tickets.
• Identify service gaps, analyze root causes, and recommend corrective and preventive actions.
• Coordinate with Customer Service managers to conduct coaching and counselling sessions.
• Develop quality assurance calendars and participate in calibration sessions.
• Identify training needs and support employee onboarding and continuous learning initiatives.

Eligibility

Qualification: Bachelor’s Degree

Experience: 3-5 Years

Application Procedure

Interested candidates meeting the above criteria can apply by scanning the given QR Code or clicking the link provided in the vacancy announcement.

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