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Monitoring and Evaluation Manager

PashaPay •

Работа в офисе • Опубликовано: 13 Jun 2025

Develop and implement end-to-end quality evaluation frameworks and service standards aligned with business SLAs and CX goals.
Maintain operational monitoring processes for SLA compliance, workload balancing, and demand forecasting across teams.
Build and manage real-time dashboards and alert systems to ensure proactive action on service delays, overloads, or SLA breaches.
Monitor and analyze agent and team performance data to identify service gaps, productivity issues, and quality deviations.
Develop predictive planning models to forecast workload peaks and resource needs, leveraging AI-based solutions where possible.
Lead AI pilot projects for automation in areas such as call/chat routing, performance alerts, real-time queue management, and smart scheduling.
Support the team in adopting digital and AI tools.
Collaborate with Quality Assurance, Training, and Operational teams to ensure monitoring insights are translated into actionable improvements.
Ensure service quality standards are upheld by regularly assessing compliance with internal and external performance targets.
Drive a culture of data-driven decision-making and continuous improvement across teams.

One of the best business centers of Baku with spectacular sea view;
Career growth and professional development in a dynamically developing company;
Decent payment based on industry standards
An exciting opportunity to shape the product, with leadership committed to open dialogue and a team of purpose-driven colleagues;
Unlimited Learning options : Access an array of learning opportunities to support your professional growth;
Medical Insurance: Full medical coverage from day one;
Corporate Mobile Number: Stay connected with a company-provided mobile number;
Exclusive Discounts: Access the DəyərliSən app for discounts across various services and products within the PASHA Group;
Sports & Wellness Programs: Enjoy discounted access to Push30 fitness and sports activities.

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