Quality Assurance-Executive

Company Description

Abacus has been delivering advanced business solutions for over 35 years, enabling organisations to realise their full potential. Our solutions are driven by a convergence of modern business practices and cutting-edge technologies. We strongly believe in collaborative partnerships with our clients to deliver measurable and sustainable results.

Job Title: QA Executive

Location: Islamabad

Salary Range: 80k to 100k

Job Summary

We are seeking a competent and detail-orientated QA Executive to ensure compliance with quality standards while enhancing employee performance through structured monitoring, coaching, training, and continuous improvement initiatives.

Key Responsibilities

Monitor and evaluate agent performance through call and chat audits in line with defined quality standards

Conduct detailed quality assessments and provide structured feedback to improve individual and team performance

Design, develop, and deliver training programs for new hires and existing employees

Conduct refresher sessions to address identified quality gaps and skill deficiencies

Develop and maintain training materials, quality frameworks, SOPs, and Performance Improvement Plans (PIPs)

Track and analyze quality metrics, KPIs, and training effectiveness using performance data

Collaborate closely with Operations to align quality benchmarks with business objectives

Facilitate calibration sessions to ensure consistency and fairness in performance evaluations

Identify trends and recommend process improvement initiatives based on quality insights

Maintain accurate documentation of audits, coaching sessions, and training activities

Required Skills & Competencies

Strong knowledge of quality assurance methodologies and performance evaluation techniques

Expertise in training design and delivery

Excellent analytical and problem-solving abilities

Strong communication and coaching skills

Effective stakeholder management and interpersonal skills

Proficiency in MS Office (Excel, PowerPoint, Word)

Hands-on experience with CRM systems and quality monitoring tools

Qualifications & Requirements

Bachelor’s degree (14 Years minimum)

3 years of experience in quality assurance, training, or customer service operations, including at least 1 year of leadership experience in QA/operations. (BPO experience preferred)

Strong understanding of call center quality frameworks and KPIs

Benefits:

Medical Coverage

Career Growth & Development Opportunities

Professional Learning Environment

Job Type: Full-time

Pay: Rs80,000.00 - Rs100,000.00 per month

Work Location: In person