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

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

· Plan and conduct QA sessions and performance reviews.

· Provide constructive coaching and feedback to agents and team leads.

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

· Prepare weekly and monthly detailed QA reports.

· 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

· 3–5 years of experience in QA in a call center/BPO environment

· Excellent English communication and reporting skills

· Leadership and team management skills

· Experience in taxi dispatch is a plus.

· Strong knowledge of call monitoring systems and QA metrics

· At least 1 year in a QA Manager or QA Supervisor role

Skills & Competencies

· Strong analytical and problem-solving skills.

· 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 : Flexible

Job Type: Full-time

Pay: Up to Rs100,000.00 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