QA Executive - Customer Service, Fintech Project, Islamabad

Position: QA Executive
Location: Islamabad | Onsite, Rotational
Company: Abacus Consulting
Deadline to Apply: 20 February 2026
Experience Required: Minimum 3 years (including 1 year in a QA/Operations leadership role)

About the Role

Abacus Consulting is hiring a QA Executive for its Islamabad-based Fintech project. The role focuses on ensuring service quality while strengthening agent capabilities through performance monitoring, coaching, and targeted training interventions.

Key Responsibilities

• Monitor and evaluate agent performance through call/chat audits and quality assessments
• Provide structured feedback and coaching to improve individual and team performance
• Identify performance gaps and develop Performance Improvement Plans (PIPs)
• Design and deliver training programs for new hires and existing employees
• Conduct refresher sessions to address recurring quality and skill gaps
• Develop and maintain training materials, SOPs, and quality frameworks
• Track quality trends and training effectiveness using KPIs and performance data
• Conduct calibration sessions to ensure evaluation consistency
• Collaborate with Operations to align quality standards with business objectives
• Maintain accurate documentation of audits, coaching, and training activities
• Provide insights to support process improvement and service excellence

Eligibility Criteria

• Bachelor’s degree (required)
• Minimum 3 years of relevant experience in QA, Quality Assurance, or Contact Center Operations
• At least 1 year of leadership or team handling experience in QA/Operations
• Experience in call center, digital support, or customer service environments preferred

Required Skills

• Quality monitoring and evaluation
• Coaching and performance management
• Training design and facilitation
• Strong analytical and reporting skills
• Excellent communication and stakeholder management
• Proficiency in MS Office (Excel, PowerPoint)
• Familiarity with CRM and quality monitoring tools

How to Apply

Interested candidates may apply through the platform.

For quicker consideration, you may also share your CV via WhatsApp at: 0331-5475955

Job Type: Full-time

Pay: Rs80,000.00 - Rs100,000.00 per month

Application Question(s):

• Do you have at least 3 years of experience in Quality Assurance or Contact Center Operations?
• Have you worked in a lead or supervisory capacity (minimum 1 year) in QA or Operations?
• Do you have experience in call/chat monitoring and conducting quality audits?

Work Location: In person