Call Center QA Manager

Join Leads Expert BPO as a QA Manager – Call Center (Night Shift)

Location: Rawalpindi / Islamabad
Schedule: Monday – Friday (Night Shift)
Salary: Market Competitive

About the Role

At Leads Expert BPO, quality defines everything we do. We’re seeking an experienced and analytical Quality Assurance (QA) Manager to lead our quality operations and uphold our commitment to excellence. In this role, you will monitor agent calls, evaluate performance, and ensure every interaction meets compliance and customer satisfaction benchmarks. If you have a passion for continuous improvement, strong leadership skills, and a sharp eye for detail — we’d love to have you on our team.

Key Responsibilities

• Monitor live and recorded calls to assess quality, compliance, and service standards.
• Evaluate agent performance and ensure adherence to company policies and scripts.
• Provide constructive feedback and coaching to agents and supervisors.
• Identify performance gaps and collaborate with trainers to address them.
• Document quality trends, compliance issues, and training needs.
• Prepare and present detailed quality performance reports to management.
• Recommend and implement process improvements for enhanced efficiency and customer satisfaction.

Requirements

• Bachelor’s degree or equivalent professional experience.
• Proven experience as a QA Executive, QA Analyst, or similar role in a BPO/call center environment.
• Strong command of English (listening, comprehension, and communication).
• Excellent analytical, problem-solving, and attention-to-detail skills.
• Ability to deliver constructive feedback and motivate teams toward higher standards.
• Solid understanding of call center KPIs, compliance procedures, and quality frameworks.

What We Offer

• Competitive market-based salary.
• Leadership and professional growth opportunities.
• Supportive and collaborative work environment.
• The opportunity to shape quality standards and elevate customer experience.

How to Apply

HR Contact: 0333-9739861

At Leads Expert BPO, we believe quality is the foundation of lasting success. Join us as a QA Manager and help us set new benchmarks in customer excellence — one call at a time.

Job Type: Full-time

Pay: Rs45,000.00 - Rs65,000.00 per month

Experience:

• Call Center: 1 year (Preferred)
• Call Center QA: 1 year (Preferred)

Location:

• Rawalpindi (Preferred)

Work Location: In person