Quality Assurance Executive

We are looking for a detail-oriented and proactive Quality Assurance Executive to monitor and evaluate customer interactions across various communication channels. The ideal candidate will ensure that all customer service activities meet company standards, maintain compliance, and continuously improve service quality through effective evaluation and coaching.

Key Responsibilities:

* Monitor inbound and outbound calls, chat, and email interactions to assess quality and compliance with company standards.

* Evaluate agent performance based on pre-defined criteria such as communication skills, accuracy, empathy, and policy adherence.

* Provide constructive feedback and coaching to agents to help improve performance and service delivery.

* Identify training needs and assist in developing quality improvement initiatives.

* Maintain accurate QA reports and share performance insights with management.

* Collaborate with team leads and managers to enhance customer satisfaction and overall process efficiency.

Requirements:*

* Bachelor’s degree in Business Administration, Communication, or a related field.

* Minimum 1–2 years of experience in a Quality Assurance or similar role (Call Center experience preferred).

* Strong analytical, listening, and communication skills.

* Ability to provide objective feedback and maintain a professional approach.

* Proficiency in MS Office and QA monitoring tools.

Job Type: Full-time

Pay: Rs80,000.00 - Rs200,000.00 per month

Application Question(s):

• How many years of experience do you have working in a Quality Assurance (QA) role within a call center or customer service environment?
• Have you ever monitored and evaluated calls, chats, or emails for quality assurance purposes?
• Do you have experience providing feedback or coaching to customer service agents based on QA evaluations?
• Which QA monitoring or reporting tools have you used before? (e.g., Excel dashboards, Observe.AI, CallMiner, Playvox, Five9, etc.)
• What is your current Salary, Notice Period, and What is your Expected salary for this position?

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Are you comfortable working onsite in Johar Town from 2 PM to 11 PM? or 6 working days in a week?

• What key factors do you usually evaluate when reviewing an agent’s call or chat?

Work Location: In person