CALL QUALITY ASSURANCE ANALYST — BPO / CONTACT CENTER

About Us
ABS International is a US-based professional services and digital marketing firm with over 16 years of proven industry experience. Since our founding, we have maintained a consistent and uninterrupted payroll record — a testament to our financial stability, operational integrity, and long-standing commitment to our people.

We are not a revolving-door employer. We are a growth-oriented organization where talented professionals build lasting careers. Our team spans multiple disciplines — from client operations and business process management to content strategy and digital marketing — and we pride ourselves on maintaining a professional, inclusive, and high-performance culture across every function.

At ABS International, your work is not just a task — it contributes to a reputation built over a decade and a half of excellence. If you are looking for stability, purpose, and room to grow, you have found the right place.

What You'll Be Doing

You will listen to recorded and live calls handled by our Customer Support Representatives and Sales Agents, evaluate them against our quality scorecard, share structured feedback with agents and team leads, participate in weekly calibration sessions, and flag trends or recurring issues to management.

This Role Is Right for You If

• You have at least 6 months - 1 year of experience monitoring or evaluating calls in a BPO, call center, or contact center environment.
• You understand what good sales and customer service conversations sound like.
• You are comfortable using call recording platforms, scorecards, and Excel or Google Sheets.
• You can write clear, fair, and actionable feedback in English.

This Role Is NOT for You If

• You come from a software testing, app development, or website QA background.
• This position has no overlap with software quality assurance, UAT, or IT testing.
• We are a voice-process BPO and this role is 100% focused on call monitoring and agent coaching.

Shift Details

• Days: 6 days a week
• Timing: 6:00 PM – 2:00 AM (Night Shift)
• Please apply only if you are fully available for this schedule.

Location Preference

• Candidates residing in or near Gulshan-e-Iqbal, Karachi are strongly preferred due to proximity to our office.

What We Offer

• Monthly salary: PKR 45,000 – 55,000 based on experience
• Structured onboarding and calibration training
• Opportunity to grow into a Senior QA or QA Team Lead role
• Stable, long-term employment with a US-client-facing BPO

Apply now with your updated CV!

Pay: Rs45,000.00 - Rs55,000.00 per month

Application Question(s):

• Do you have at least 1 year of experience monitoring or auditing calls in a BPO or call center environment? Answer with "Yes" or "No"
• Have you worked specifically with sales or customer support calling processes (not software or IT testing)? Answer with "Yes" or "No"
• Are you available to work 6 days a week from 6:00 PM to 2:00 AM on a consistent basis? Answer with "Yes" or "No"
• Do you currently reside in or near the Gulshan-e-Iqbal area of Karachi? Answer with "Yes" or "No"
• Have you used a QA scorecard or call evaluation form to grade agent performance? Answer with "Yes" or "No"
• Are you comfortable providing written feedback to agents and team leads in English? Answer with "Yes" or "No"
• Do you have experience attending or conducting calibration sessions with operations or training teams? Answer with "Yes" or "No"
• Is your background strictly in voice-process or contact center QA, with no involvement in software, app, or website testing? Answer with "Yes" or "No"

Work Location: In person