Quality Assurance Executive (Sales & Customer Service)

Role Overview:
The Quality Assurance Executive will be responsible for monitoring and evaluating the quality of interactions handled by the Customer Service, Retention, Follow-Up, and Sales teams. The role focuses on ensuring professionalism, accuracy, timely follow-ups, and customer satisfaction across all communication channels.

Job Details:

• Working Days & Timings: 5PM-2AM (Mon-Fri)
• Location: DHA Phase 2 Ext., Karachi
• Job Type: Full-Time (Onsite)

Key Responsibilities

• Monitor inbound and outbound calls, emails, chats, and WhatsApp communications to ensure quality standards are met.
• Ensure all orders and estimates are closed within five (5) days of production and report delays to management.
• Verify that customer inquiries, website issues, quotes, samples, and catalogs are followed up promptly.
• Monitor abandoned carts, inactive customers, and retention follow-ups according to company KPIs.
• Ensure representatives are upselling products, offering alternatives, and promoting clearance or promotional items.
• Evaluate sales and customer service interactions for professionalism, accuracy, and responsiveness.
• Maintain proper tracking and updates of open orders, estimates, and customer records.
• Prepare QA performance reports every 15 days and identify areas for improvement and training needs.
• Coordinate with supervisors to improve processes and enhance customer experience.

Required Skills

• Strong communication and analytical skills
• Attention to detail and problem-solving ability
• Experience in customer service or sales quality assurance
• Knowledge of CRM systems and reporting tools
• Ability to work independently and maintain confidentiality

Perks & Benefits:

• Paid Leaves
• Leaves Encashment
• Medical & Life Insurance
• Provident Fund
• Annual Bonus

Education:

• Bachelor's (Required)

Experience:

• Quality Assurance: 2 years (Required)

Language:

• English (Required)

Work Location: In person