QA Executive- Call centre

Smart Brains BPO is seeking an experienced and detail-oriented QA Executive to join our Quality Assurance team. The ideal candidate will be responsible for monitoring calls, evaluating performance, and ensuring compliance with internal and client standards to maintain the highest level of service quality.

Key Responsibilities:

• Monitor and evaluate calls to ensure adherence to scripts, compliance policies, and quality benchmarks.
• Provide regular feedback, coaching, and actionable insights to agents and team leaders.
• Identify process gaps and suggest improvements to enhance efficiency and accuracy.
• Prepare detailed QA reports and present findings to management.
• Collaborate closely with operations and training teams to ensure continuous improvement.
• Maintain confidentiality and handle sensitive information professionally.

Candidate Requirements:

• Minimum 1 year of experience as a QA Executive, QA Analyst, or Quality Monitor in a BPO environment (Medicare campaign experience preferred).
• Strong command of English (listening, speaking, and writing).
• Excellent analytical, reporting, and communication skills.
• Attention to detail and ability to identify trends and performance issues.
• Proficient in MS Excel, Google Sheets, and QA documentation tools.
• Ability to work evening/night shifts (7:00 PM – 05:00 AM).

Location: Shamsabad, Rawalpindi
Working Hours: 7:00 PM – 05:00 AM

Employee Benefits:

• Competitive salary with performance-based incentives.
• Free in-house meals provided daily.
• Transport facility for female employees or transportation allowance.
• Career growth and advancement opportunities.
• Mentoring and professional development support.
• Supportive and collaborative workplace culture.

Commitment to Diversity:

Smart Brains BPO is an equal opportunity employer. We value diversity and are committed to fostering an inclusive workplace where all employees can thrive, regardless of gender, background, or beliefs.

Job Type: Full-time

Pay: Rs40,000.00 - Rs55,000.00 per month

Work Location: In person