Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 8 hours ago

Expert Quality Excellence & CX Transformation

JazzWorld

Where
Lahore, Punjab, Pakistan
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowExpert Quality Excellence & CX TransformationJazzWorld · Lahore, Punjab, Pakistan

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on JazzWorld's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: posted 8 hours ago

The posting

Title: Expert – Quality Excellence & CX Transformation

Grade: L2

Location: Lahore/Islamabad

Company: JazzWorld

Transform customer interactions into experiences that build trust

At JazzWorld, every customer interaction is an opportunity to deliver a simpler, more consistent and more valuable experience. As Expert – Quality Excellence & Customer Experience Transformation, you will help shape the future of Jazz Enterprise’s Digital Customer Operations through intelligent quality management, AI-powered interaction analytics, customer journey governance and modern learning practices.

You will design and embed quality frameworks that use automation and analytics to strengthen service quality, improve customer experience, support regulatory compliance and build workforce capability across voice, chat, email, WhatsApp and digital self-service channels. This role brings together Contact Centre Operations, Quality Management, Training & Development and Artificial Intelligence to deliver measurable improvements in customer and business outcomes.

What you’ll own

  • Lead the shift to AI-enabled, near-100% quality monitoring through intelligent audit models for compliance, customer effort, agent behaviour, sentiment and escalation risk, supported by controls for accuracy and bias.
  • Own QA frameworks, scorecards and standards across voice, chat, email and WhatsApp for Jazz Enterprise’s Connectivity, Cloud and Digital Products & Solutions; oversee live and recorded evaluations, statistically valid sampling and regular calibration.
  • Govern quality across chatbots, virtual assistants and self-service channels, assessing bot accuracy, containment, customer effort and hand-offs to ensure consistent assisted and digital experiences.
  • Use interaction analytics and CES to identify journey friction, repeat contacts, escalations and churn risks; develop predictive insights for service failures, SLA breaches and low CSAT with BI, Data Science and CX teams.
  • Lead root cause analysis, mystery shopping and journey reviews, translating customer feedback and operational insights into journey improvements, corrective actions and stronger digital adoption.
  • Track and improve quality, FCR, AHT, repeat contacts, complaints, CSAT, NPS and CES; provide clear reporting on quality trends, call drivers, pain points and improvement impact.
  • Build workforce capability through AI-assisted learning, role-based training, coaching, refresher sessions and Training of Trainers; measure effectiveness through the Kirkpatrick model and business outcomes.
  • Own the knowledge base, QA documentation and training materials; keep content current, introduce AI-powered search, deliver the quality roadmap and annual training plan, establish governance, and manage outsourced QA performance.

What success looks like

  • Quality monitoring coverage moves from sampled reviews to AI-enabled, near 100% interaction analysis, supported by reliable audit controls and governance.
  • Quality, compliance and customer handling improve consistently across voice, chat, email, WhatsApp, chatbot and self-service journeys.
  • Customer effort, repeat contacts, escalations, complaint risks and recurring service failures decline through predictive insights and effective corrective actions.
  • Contact centre performance improves across quality score, FCR, AHT, CSAT, NPS and CES, with clear visibility of trends and business impact.
  • Customer journeys become simpler and more consistent, with stronger digital adoption and more effective bot containment and hand-offs.
  • Training and coaching close individual and team capability gaps, with measurable links to quality and contact centre outcomes.
  • Knowledge content, SOPs and quality standards remain accurate, accessible and up to date as products, policies and processes change.
  • Quality governance, reporting and outsourced QA performance support a sustained culture of ownership, accountability and service excellence.

You may be a strong fit if you:

  • Bring 7+ years of progressive experience in Contact Centre Quality Management, Customer Experience, Learning & Development or Service Excellence, with demonstrated success in AI-enabled quality transformation, speech analytics, quality automation and customer journey improvement across Telecom, Technology, Enterprise Services or Digital Customer Operations.
  • Hold a Bachelor’s or Master’s degree in Business Administration, Telecommunications, Computer Science, Quality Management or a related field.
  • Have hands-on experience with contact centre, CRM and QA/speech analytics platforms such as Genesys, Avaya, NICE, Verint or Salesforce, alongside call monitoring, calibration, journey mapping, process improvement and training delivery.
  • Understand contact centre QA methodologies, scorecard design, sampling and calibration, and can evaluate interactions from the customer’s perspective to improve service outcomes.
  • Bring strong root cause analysis capability, familiarity with Lean Six Sigma tools and experience managing corrective and preventive actions.
  • Are confident working with quality and customer metrics including FCR, AHT, CSAT, NPS and CES, using Advanced Excel and Power BI to turn data into actionable insights.
  • Have expertise in instructional design, classroom and virtual facilitation, coaching and e-learning tools such as LMS, Articulate and Canva; and practical experience with generative AI, prompt engineering, AI ethics, accuracy and data privacy.
  • Work effectively across Operations, Product, IT, Workforce Management and support teams, with strong stakeholder management and excellent written, verbal and presentation skills in English and Urdu. Relevant certifications are an advantage, including COPC CX Standard, CCXP, Lean Six Sigma Green Belt, ISO 9001 Lead Auditor, ATD CPTD/Certified Trainer, Azure AI Fundamentals (AI-900), Google AI Essentials or Power BI Data Analyst (PL-300).

Why JazzWorld

JazzWorld is building Pakistan’s next-generation digital services platform.

Here, you will build products and solutions that solve real problems at national scale. The reach of Jazz Telecommunication, combined with shared capabilities across connectivity, transactions and identity, gives builders the power to take an idea from zero to tens of millions.

You will not simply run what already exists. You will create what comes next, turning ambitious ideas into products, products into businesses and businesses into category leaders.

Build. Scale. Learn. Repeat.

As a certified Top Employer, JazzWorld is committed to global workplace standards and an inclusive environment where diverse talent can thrive and perform at their best.

Apply by: 11th November 2026

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against JazzWorld's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on JazzWorld's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    JazzWorld's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.