Quality Assurance Executive

Job Title: QA Executive Reporting to: Deputy Manager QA Alternate Reporting: Unit Head QA Department: Quality Assurance Location: ACE Money Transfer, Kharian, Pakistan

Position Summary

The Quality Assurance Executive at ACE Money Transfer plays a vital role in upholding and enhancing service quality standards across customer-facing and internal operations. This role goes beyond traditional call and chat monitoring to include evaluating Trustpilot reviews, IVR feedback ratings, and social media feedback, ensuring a holistic view of customer experience. By analyzing diverse customer touchpoints, the QA Executive helps maintain ACE’s strong customer-centric approach and supports continuous improvement across teams.

Job Responsibilities

• Sampling Procedures: Develop and implement sampling methods for recording and reporting quality data, including customer feedback across multiple channels
• Monitoring and Reporting: Conduct call, chat, and ticket monitoring; review Trustpilot, IVR ratings, and social network feedback; provide trend data and share actionable insights with relevant stakeholders
• Mystery Shopping: Perform mystery shopping to evaluate service standards and ensure compliance with company expectations
• Customer Sentiment Analysis: Evaluate online reviews (Trustpilot, social platforms) and IVR feedback to identify recurring issues, customer sentiment, and service gaps
• Training Support: Create and disseminate case studies, feedback-based scenarios, and quizzes to support team training initiatives
• Trend Analysis: Review quality data across all customer interaction channels, identify irregularities, and communicate findings with recommendations
• Quality Assurance: Ensure compliance with communication and service quality standards across calls, chats, tickets, and digital feedback channels
• Standards Development: Assist in developing monitoring formats and standards to include new review and feedback sources
• Performance Tracking: Use the QA Portal and reporting tools to compile, track, and analyze performance at both team and individual levels
• Customer Needs & Advocacy: Identify evolving customer expectations through multi-channel feedback and propose process improvements
• Reporting: Prepare and present consolidated quality and customer experience reports to management, integrating traditional QA results with online feedback and sentiment analysis
• Goal Achievement: Meet and exceed assigned daily, monthly, and annual performance targets
• Other Duties: Perform additional QA-related tasks as directed by management
  
  

Requirements

Education:

• Minimum of a bachelor’s degree
  
  

Certifications:

• Relevant certifications in Quality Assurance, Customer Experience, or related fields will be an advantage
  
  

Experience:

• 2-3 years of experience in the call centre or financial services industry
• Prior experience in quality assurance, customer experience monitoring, or proficiency with AI-based quality assurance is preferred
  
  

Skills:

• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills with the ability to interpret feedback trends
• Proficiency in the English language is essential
  
  

Attributes:

• Proficiency in CRM systems, QA tools, and reporting platforms
• Strong knowledge of Microsoft Office (Outlook, Word, Excel) and Google Forms
• Ability to work independently as well as collaboratively
• High attention to detail, adaptability to evolving QA practices, and a commitment to maintaining service excellence
  
  

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