QA Manager (BPO)

Call Axis is looking for a skilled QA Manager to lead our Quality Assurance department and ensure the highest service standards across all customer interactions. The ideal candidate will have strong leadership, analytical, and communication skills to manage quality across voice and non-voice BPO campaigns.

Key Responsibilities

• Supervise the QA team to monitor and evaluate agent performance.
• Conduct regular audits on calls, chats, and emails to ensure service quality.
• Identify performance gaps and provide actionable feedback to improve quality metrics.
• Collaborate with the operations and training teams to enhance agent effectiveness.
• Maintain quality calibration sessions with internal teams and clients.
• Prepare QA performance reports and share insights with management.
• Ensure adherence to company policies, client standards, and data protection rules.
• Drive continuous process improvement and quality initiatives.

Requirements

• Bachelor’s degree in Business, Communication, or related field.
• 4+ years of QA experience in a BPO setup (at least 2 years in a managerial role).
• Strong command of QA processes, metrics, and tools.
• Excellent communication, coaching, and analytical skills.
• Ability to handle multiple projects and clients simultaneously.

Key Skills

• Quality Monitoring & Auditing
• Data Analysis & Reporting
• Team Leadership & Coaching
• Process Improvement
• Client Communication

Company: Call Axis
Location: 3rd Floor, Stone Ove Plaza, 6th Road, Satellite Town, Rawalpindi
Job Type: Full-time

Job Type: Full-time

Pay: From Rs100,000.00 per month

Application Question(s):

• ow many years of experience do you have in Quality Assurance within a BPO environment?
• Are you comfortable working in the night shift and managing teams during U.S. or international hours?

Work Location: In person