Quality Assurance Analyst

Reports To: Senior Operations Manager

Team: Customer Support

Location: Islamabad, Pakistan

Swapp is a fast‑growing car subscription startup based in Dubai, redefining how customers access vehicles with flexibility and exceptional service. We pride ourselves on operational excellence and delivering stellar customer support across all touchpoints.

We are seeking a meticulous QA Analyst to own quality assurance for all customer support interactions — across calls, chats, and emails. You will play a key role in maintaining high service standards, ensuring agent performance excellence, and supporting continuous improvement. You will monitor, evaluate, coach, and report on support quality in partnership with the Customer Support team leads and Senior Manager.

• Analyze customer support interactions (calls, chats, emails) to assess quality and adherence to standards.
• Sample ~10% of overall interactions on a regular basis and perform QA scoring based on criteria such as empathy, problem resolution, accuracy, and correct disposition tagging.
• Maintain accurate records of all QA reviews, scores, and evaluation outcomes.

• Maintain and update the QA scoring dashboard with timely and accurate data.
• Publish weekly QA results and insights reports, ensuring visibility across teams and leadership.

• Identify performance gaps and patterns based on QA findings.
• Connect with individual agents who are underperforming and coach them to improve interaction quality and KPIs.
• Collaborate with team leads to ensure coaching outcomes translate into measurable performance improvement.

• Recommend process improvements and training needs based on quality trends.
• Partner with Customer Support leads to ensure quality standards evolve as service expectations change.

You will be accountable for driving measurable quality outcomes, including:

• QA Scoring Accuracy & Coverage — percentage of sampled interactions scored and documented.
• Trend Analysis & Reporting Quality — clarity, timeliness, and actionability of weekly QA reports.
• Agent Performance Improvement — reduction in repeat poor scores after coaching.
• Customer Support Quality Metrics — quality indicators tied to service interactions (empathy, resolution quality, correct disposition tagging).
• Dashboard Maintenance & Insights Delivery — consistency and usability of the QA performance dashboard.

• 2–3 years in quality assurance, customer support evaluation, or contact center QA roles.
• Experience with QA scorecards, dashboards, and performance tracking.

• Excellent verbal and written communication skills.
• Ability to deliver constructive feedback and coach agents toward improvement.

• Strong focus on accuracy, consistency, and quality of evaluations across channels.