Senior Consultant - ISO 10002 QMCS (Quality Management - Customer Satisfact at Inbox Business Technologies

Islamabad, Islamabad Capital Territory, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

30 Apr, 26

Salary

0.0

Posted On

30 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Management, Customer Satisfaction, Complaint Management, ISO 10002, ISO 9001:2015, CX Design, Analytical Skills, Facilitation Skills, Workshop Leadership, Communication Skills, Root Cause Analysis, CRM Software, Customer Service Excellence, Performance Indicators, Training, Process Improvement

Industry

IT Services and IT Consulting

Description

Inbox Business Technologies is hiring a customer-centric expert to enhance our clients' complaint management and customer satisfaction processes. As a Senior Consultant for ISO 10002, you will design and implement effective Quality Management-Customer Satisfaction (QMCS) systems that turn feedback into actionable insights and drive lasting loyalty. Employment Type: Full-time employment Responsibilities Consult with clients to analyze their current complaint-handling processes and identify gaps against ISO 10002 and related standards (ISO 9001:2015). Design and implement fair, transparent, and effective complaint management frameworks, including policies, procedures, channels, and escalation paths. Develop key performance indicators (KPIs) and management reviews to monitor customer satisfaction trends and systemic improvement. Train client staff at all levels on customer-focused complaint resolution, communication skills, and root cause analysis techniques. Guide organizations on integrating the QMCS with their overall Quality Management System and CX/CRM technology platforms. Contribute to service line development with case studies and proposals. Minimum 6 years of professional experience in quality management, customer service excellence, CX design, or omni-channel customer operations. Deep, practical understanding of ISO 10002, ISO 9001:2015, and customer satisfaction measurement models. Proven track record in improving customer satisfaction scores (NPS, CSAT), reducing resolution times, and implementing feedback loops. Strong analytical, facilitation, and workshop leadership skills. Experience with CRM/CX software is a plus. Bachelor’s or Master’s degree in Business Administration, Quality Management, Marketing, or a related field. Equal Opportunity & Inclusion We are proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity or expression, national origin, age, disability, genetic information, or pregnancy. At Inbox Business Technologies, we celebrate diversity and strive to create an inclusive space where every team member is valued. We strongly encourage applicants from underrepresented backgrounds to apply and contribute their unique ideas, experiences, and voices to a company that believes in equality and embraces new ways of thinking.

Responsibilities

The Senior Consultant will analyze clients' complaint-handling processes and design effective complaint management frameworks. They will also train client staff and guide organizations in integrating QMCS with their overall Quality Management System.