Quality Assurance Executive for Bpo Industry

Job Title: Quality Assurance Executive – Call Center (BPO)

Location: [Bahria Town Phase 7]
Company: AMG Technologies
Department: Operations / Quality
Reports To: Quality Manager / Operations Manager

Job Summary:
The Quality Assurance Executive is responsible for monitoring and evaluating inbound and outbound calls to ensure service excellence, compliance with processes, and adherence to company and client standards. The role involves identifying areas of improvement, providing actionable feedback, and supporting agents and teams to enhance overall customer experience and performance.

Key Responsibilities:

• Monitor and evaluate agent calls, chats, or emails against predefined quality parameters.
• Provide detailed feedback and coaching support to improve agent performance.
• Identify trends, process gaps, and training needs through quality analysis.
• Prepare and share regular quality reports and performance insights with stakeholders.
• Ensure compliance with client SLAs, company policies, and industry regulations.
• Collaborate with trainers and team leaders to drive continuous improvement initiatives.

Qualifications & Skills:

• Bachelor’s degree or equivalent experience.
• 1-2 years of experience in Quality Assurance within a BPO/call center environment.
• Strong knowledge of QA tools, scorecards, and call auditing techniques.
• Excellent communication, analytical, and feedback delivery skills.
• Proficiency in MS Office and call monitoring systems.

Timings : 6pm-4am

Job Type: Full-time

Pay: Rs35,000.00 - Rs45,000.00 per month

Work Location: In person