Quality Assurance Executive (BPO)

We are looking for a detail-oriented Quality Assurance Executive to monitor, evaluate, and improve the quality of customer interactions within our BPO operations. The ideal candidate will ensure service standards are met, provide actionable feedback, and support continuous improvement initiatives.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with company quality standards
• Provide constructive feedback and coaching to agents to improve performance
• Identify trends, gaps, and areas for improvement in service delivery
• Prepare and maintain quality reports and scorecards
• Collaborate with operations and training teams to improve processes
• Ensure adherence to company policies, procedures, and customer service guidelines
• Participate in calibration sessions and quality meetings

Requirements & Qualifications

• Bachelor’s degree or equivalent experience preferred
• Minimum 1–2 years of experience in a BPO Quality Assurance role
• Strong understanding of customer service quality metrics
• Excellent communication and analytical skills
• Ability to provide fair and objective evaluations
• Proficient in MS Office (Excel, Word, PowerPoint)
• Attention to detail and ability to work independently

Job Type: Full-time

Pay: Rs60,000.00 - Rs90,000.00 per month

Application Question(s):

• Do you have previous experience as a QA in BPO international campaign?
• Have you done QA calls & audit training?
• How many years of experience do you have in QA?
• Rate your English language? Out of 10?
• Are you comfortable to work in night sift(7pm - 4am)?
• Are you with the salary bracket of 60,000 - 90,000?
• What is your current/last salary?

Education:

• Bachelor's (Required)

Language:

• English (Required)

Location:

• Lahore (Required)

Work Location: In person