Urwah Admin

Abacus Outsourcing

Job description:We are seeking a detail-oriented and analytical Research Analyst to join our team. The ideal candidate will be responsible for collecting, analyzing, and interpreting data to support business strategies and decision-making.Key Responsibilities<ul><li>Conduct market, industry, and competitor research</li><li>Gather, analyze, and interpret large data sets</li><li>Prepare detailed reports, summaries, and presentations</li><li>Identify trends, risks, and growth opportunities</li><li>Support leadership with data-driven insights</li><li>Maintain accurate research documentation</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree in Business, Economics, Statistics, Finance, or related field</li><li>Strong analytical and problem-solving skills</li><li>Proficiency in Microsoft Excel (advanced), Power BI, Tableau, or similar tools</li><li>Excellent written and verbal communication skills</li><li>Ability to manage multiple projects and meet deadlines</li><li>Previous research or data analysis experience preferred</li></ul>What We Offer<ul><li>Competitive salary up to 100,000</li><li>Comprehensive medical insurance</li><li>Weekend off (Monday&ndash;Friday schedule)</li><li>US public holidays</li><li>Professional growth and development opportunities</li><li>Supportive and collaborative team environment</li></ul>Job Type: Full-timeWork Location: In personPay: Rs70,000.00 - Rs100,000.00 per monthWork Location: In person

Research Analyst

Company DescriptionAbacus has been delivering advanced business solutions for over 35 years, enabling organisations to realise their full potential. Our solutions are driven by a convergence of modern business practices and cutting-edge technologies. We strongly believe in collaborative partnerships with our clients to deliver measurable and sustainable results.Job Title: QA ExecutiveLocation: IslamabadSalary Range: 80k to 100kJob SummaryWe are seeking a competent and detail-orientated QA Executive to ensure compliance with quality standards while enhancing employee performance through structured monitoring, coaching, training, and continuous improvement initiatives.Key ResponsibilitiesMonitor and evaluate agent performance through call and chat audits in line with defined quality standardsConduct detailed quality assessments and provide structured feedback to improve individual and team performanceDesign, develop, and deliver training programs for new hires and existing employeesConduct refresher sessions to address identified quality gaps and skill deficienciesDevelop and maintain training materials, quality frameworks, SOPs, and Performance Improvement Plans (PIPs)Track and analyze quality metrics, KPIs, and training effectiveness using performance dataCollaborate closely with Operations to align quality benchmarks with business objectivesFacilitate calibration sessions to ensure consistency and fairness in performance evaluationsIdentify trends and recommend process improvement initiatives based on quality insightsMaintain accurate documentation of audits, coaching sessions, and training activitiesRequired Skills &amp; CompetenciesStrong knowledge of quality assurance methodologies and performance evaluation techniquesExpertise in training design and deliveryExcellent analytical and problem-solving abilitiesStrong communication and coaching skillsEffective stakeholder management and interpersonal skillsProficiency in MS Office (Excel, PowerPoint, Word)Hands-on experience with CRM systems and quality monitoring toolsQualifications &amp; RequirementsBachelor&rsquo;s degree (14 Years minimum)3 years of experience in quality assurance, training, or customer service operations, including at least 1 year of leadership experience in QA/operations. (BPO experience preferred)Strong understanding of call center quality frameworks and KPIsBenefits:Medical CoverageCareer Growth &amp; Development OpportunitiesProfessional Learning EnvironmentJob Type: Full-timePay: Rs80,000.00 - Rs100,000.00 per monthWork Location: In person

Quality Assurance-Executive

Requirements:<ul><li>Qualification: Graduation is mandatory.</li><li>Experience: Minimum 1&ndash;2 years of QA experience in an international campaign, preferably in the FinTech industry.</li><li>Strong understanding of call monitoring and quality evaluation.</li><li>Ability to provide constructive feedback and coaching to agents.</li><li>Good knowledge of QA scorecards, KPIs, and quality standards.</li><li>Excellent communication and analytical skills.</li></ul>Responsibilities:<ul><li>Monitor and evaluate customer service calls to ensure quality standards.</li><li>Prepare QA reports and performance feedback for agents.</li><li>Identify areas of improvement and coordinate with the team for quality enhancement.</li><li>Ensure compliance with company policies and campaign requirements.</li></ul>Job Type: Full-timePay: Rs100,000.00 - Rs150,000.00 per monthApplication Question(s):<ul><li>Are you comfortable handling escalations and ensuring SLA compliance while mentoring a team?</li><li>Have you managed KPIs, performance reports, and client expectations in your previous roles?</li><li>Do you have at least 1 year of experience leading a team in a BPO or call center environment?</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Work Location: In person

Quality Assurance (QA) – International Campaign

Job SummaryThe L&amp;D Executive is responsible for identifying training needs, designing and delivering learning programs, and supporting employee development initiatives. The role focuses on improving employee skills, performance, and productivity through structured training and development programs.Key Responsibilities<ul><li>Identify training needs through performance reviews, employee feedback, and business requirements.</li><li>Plan and coordinate training sessions, workshops, and development programs for employees.</li><li>Assist in designing training materials, presentations, and learning content.</li><li>Coordinate with internal trainers and external training vendors.</li><li>Monitor training effectiveness and gather feedback for continuous improvement.</li><li>Support initiatives related to employee development, leadership programs, and skill enhancement.</li><li>Maintain the training calendar and learning management systems (LMS)</li><li>Qualifications</li><li>Bachelor&rsquo;s degree in Human Resources, Business Administration, Psychology, or related field.</li><li>Certification in Learning &amp; Development, Training, or HR is a plus.Experience</li><li>1&ndash;3 years of experience in Learning &amp; Development, HR, or Training coordination.</li></ul>Work Location: In person

Learning & Development Executive

We are hiring Customer Support Executives for a growing FinTech support project. If you have experience in email and chat support and understand digital banking services, we encourage you to apply.Salary: Up to PKR 100,000 Schedule: 5 Days a Week Timings: Fixed US Shift Benefits: Medical Benefits, US Holidays Location: In-Person- LahoreJob Responsibilities<ul><li>Handle customer queries related to digital payments, transfers, account access, and transaction issues.</li><li>Provide support through email and live chat channels.</li><li>Investigate and resolve issues such as failed transactions, verification problems, and payment delays.</li><li>Maintain accurate records of customer interactions in the CRM system.</li><li>Coordinate with internal teams to resolve customer issues quickly.</li><li>Deliver a professional and customer-focused support experience.</li></ul>Requirements<ul><li>Strong Email and Chat Support experience.</li><li>Excellent communication and problem-solving skills.</li><li>Experience with Revolute or Western Union customer support is highly encouraged.</li><li>Ability to work in fixed US shift timings.</li></ul>If you have FinTech or digital banking support experience, this is a great opportunity to grow with a professional team.Pay: Rs90,000.00 - Rs100,000.00 per monthWork Location: In person

Customer Support Specialist- FinTech (Email & Chat)

Project Overview: Developed and managed a customer support for a FinTech, focusing on delivering seamless financial service experiences through multi-channel customer support. The project aimed to simulate how modern digital banks handle customer queries, transaction issues, and account-related support efficiently while maintaining high service standards.Objectives:<ul><li>Provide fast and accurate resolution of customer issues related to digital banking services.</li><li>Ensure smooth customer interaction across calls, emails, and live chat channels.</li><li>Maintain structured records of customer interactions for operational transparency.</li><li>Enhance customer satisfaction through proactive problem-solving and service excellence.</li></ul>Key Responsibilities<ul><li>Handled customer queries related to FinTech services such as digital payments, transfers, account access, and transaction issues.</li><li>Responded to customer requests through multiple communication channels (calls, email, and live chat).</li><li>Investigated and resolved issues including failed transactions, account verification problems, and payment delays.</li><li>Maintained detailed documentation of customer interactions and service resolutions in the CRM system.</li><li>Collaborated with internal teams (technical, compliance, and payment operations) to ensure efficient issue resolution.</li><li>Followed customer-first service principles of digital banking support model.</li></ul>Work Location: In person

Customer Support Associate- Fintech

Job Description:We are looking for enthusiastic and customer-focused individuals to join our team as Customer Service Specialist. The ideal candidate will be responsible for handling customer queries, providing timely solutions, and ensuring a seamless service experience across various channels (calls, emails, chat, etc.).Key Responsibilities:<ul><li>Respond promptly to customer inquiries.</li><li>Resolve customer issues efficiently and professionally.</li><li>Maintain detailed records of customer interactions.</li><li>Collaborate with internal teams to ensure customer satisfaction.</li></ul>Requirements:<ul><li>Excellent communication skills (verbal and written).</li><li>Ability to work in rotational shifts. (US timings)</li><li>Strong problem-solving attitude and a customer-first approach.</li><li>Prior experience in customer support is a plus, but freshers are also welcome.</li></ul>What We Offer:<ul><li>A handsome salary package</li><li>Performance-based incentives</li><li>Health and wellness benefits</li><li>Career growth opportunities</li><li>Supportive and dynamic work environment</li></ul>Job Type: Full-timePay: Rs 75,000.00 - Rs 100,000 per monthJob Types: Full-time, FresherPay: Rs75,000.00 - Rs100,000.00 per hourWork Location: In person

Customer Service Specialist

Join Abacus Outsourcing and explore 10   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.