Quality Assurance Officer (Female)

Job Details

• Job Type: Full-time
• Shift/Schedule: Night Shift (8:00 PM – 5:00 AM)
• Location: Rawalpindi
• Department: Quality Assurance & Compliance
• Reporting to: Director QA

Job Description

Are you a meticulous QA professional with a sharp eye for detail, structured thinking, and a background in process compliance?

Cloud Rexpo is seeking a Quality Assurance Officer to serve as the primary operational arm of our QA function. In this role, you will be responsible for the daily execution of objective QA activities across multiple departments, including Sales, Virtual Assistant (VA) operations, Client Management, and Human Resources.

Operating under the direct guidance of the Director QA, you will ensure process adherence, systematically identify risks, and maintain the absolute integrity and credibility of our operational data.

Key Responsibilities

1. Daily Operational Reporting

• Prepare and accurately consolidate daily Performance and Sales reports from source records within defined timelines.
• Conduct daily client-specific quality assessments for a minimum of five (5) clients per branch across both locations.
• Monitor ongoing email communication between VAs and clients to immediately flag quality, compliance, or professional risks.
• Keep client status records current and instantly flag any outdated data or delayed reports with documented justifications.

2. HR Recruitment & Operations Audits

• Conduct weekly objective compliance checks on recruitment workflows, verifying the completeness of CVs, interview scoring sheets, panels, approvals, and onboarding documentation.
• Audit HR Operations by verifying ERP employee records, attendance sheets, payroll input accuracy (deductions, additions), and authorized penalty records.
• Cross-reference active operational practices against the approved company policy manual and SOPs to document deviations.

3. Evidence Management & Escalation

• Maintain a rigorous daily QA register documenting all checks, findings, and risk ratings.
• Ensure every recorded finding is backed by solid digital or physical evidence (such as screenshots, email copies, or report extracts).
• Adhere strictly to escalation protocols by reporting all findings in writing to the Director QA before verbal discussion. Immediately escalate high-risk compliance or client-loss threats.

Required Skills & Competencies

• QA & BPO Industry Knowledge: Working knowledge of QA principles, audit methodologies, and process compliance. Familiarity with BPO operations, VA performance standards, and client communication standards is highly preferred.
• HR Compliance: Strong understanding of HR recruitment cycles, operational records management, and basic familiarity with Pakistani labor law fundamentals.
• Technical Skills: Proficiency in Microsoft Office (especially Excel for report data analysis). Hands-on experience with ERP task management and HR module report generation.
• Professional Conduct: Exceptional attention to detail with the ability to identify subtle inconsistencies. Ability to observe objectively and communicate findings smoothly without causing unnecessary alarm or friction.
• Strict Confidentiality: Absolute discipline regarding data protection; maintaining total confidentiality over HR documents, client records, and internal findings.

Qualifications & Experience

• Education: Bachelor’s degree in Business Administration, Human Resources, Quality Management, or a related discipline.
• Experience: Minimum of 3 to 5 years of proven experience in QA, internal audit, HR administration, or operational compliance.
• Industry Background: Prior experience in a BPO or a multi-department corporate setting with exposure to client account management is strongly preferred.
• Systems: Mandatory experience utilizing ERP platforms for task tracking and module reporting. Demonstrated experience in recruitment file auditing is a significant plus.

What We Offer

• A structured, objective corporate environment.
• Clear paths of authority and growth within the Quality Assurance & Compliance department.
• Market Competitive Salary + Bonuses
• Paid Leaves

Application Question(s):

• How many years of experience do you have in Quality Assurance (QA), internal audit, or operational compliance within a BPO or corporate environment?
• This position requires working the night shift from 8:00 PM to 5:00 AM PKT to align with operational reporting. Are you comfortable with it?
• Rate your proficiency with ERP platforms (specifically for task management or HR module reporting) on a scale from 1 to 10. Briefly mention which ERP software you have used.
• Describe a time when you identified a significant process deviation or compliance gap in an HR or operational department. How did you document and escalate it?
• Do you have experience auditing HR documentation (such as recruitment files, onboarding compliance, payroll inputs, or leave records)? Please briefly summarize your experience.
• This is onsite role and we are located in Bahria Town Phase 7. Are you comfortable to commute to our location?
• How much salary are you expecting for this role?

Work Location: In person