QA Manager

QA Manager

Position Overview

The QA Manager will be responsible for overseeing quality assurance processes within the call center to ensure exceptional customer interactions, compliance with client requirements, and continuous performance improvement. This role involves managing QA sessions, providing constructive feedback, and driving quality and productivity across teams.

Key Responsibilities

· Lead and manage the QA process to ensure adherence to quality standards and client requirements.

· Plan and conduct QA sessions, calibration meetings, and performance reviews.

· Provide constructive, peer-to-peer coaching and feedback to agents and team leads.

· Monitor call quality and evaluate agents based on predefined QA attributes and metrics.

· Prepare and maintain detailed QA reports and dashboards using MS Excel.

· Collaborate with operations and training teams to identify skill gaps and recommend improvement plans.

· Develop and implement strategies to enhance overall quality and productivity.

· Stay updated on project-specific requirements and aligns QA standards accordingly.

· Ensure timely reporting and presentation of QA findings to management.

Key Eligibility Criteria

· Minimum 1 year tenure OR proven QA experience in a call center environment.

· Strong track record of performance and quality improvement initiatives.

· Comprehensive understanding of QA attributes and call center quality metrics.

· Peer-to-peer coaching abilities and a proven record of delivering constructive feedback.

· Familiarity with project(s) and client-specific requirements.

· Excellent written communication skills.

· Proficiency in MS Excel and experience with QA reporting tools.

· Clear understanding of the QA Manager’s role in driving quality improvement and productivity.

· Experience in planning and conducting QA sessions and feedback meetings.

Skills & Competencies

· Strong analytical and problem-solving skills.

· Leadership and team management abilities.

· Excellent interpersonal and communication skills.

· Time management and organizational skills.

· Adaptability and proactive approach to process improvements.

Educational & Professional Requirements

· Bachelor’s degree in Business Administration, Management, or a related field (preferred).

· Relevant QA certifications (if any) will be a plus

Location: Gulberg Greens

Full time On-site

Working Hours : 1pm - 9 pm

Job Type: Full-time

Pay: From Rs70,000.00 per month

Application Question(s):

• In your opinion, what are the most common mistakes agents make during calls?
• How would you evaluate an agent’s call for compliance with Data Protection rules?
• What’s the most impactful QA initiative you have ever implemented?
• Define A.H.T

Experience:

• Quality Assurance : 1 year (Required)

Language:

• English (Required)

Location:

• Islamabad (Required)

Work Location: In person