Quality Assurance Officer (On-Site, Night Shift)

Locaation: Phase 7, Bahria Town. Rawalpindi

Timing: 9:00 PM to 6:00 AM - (Monday to Friday)

Key Responsibilities:

• Monitor and evaluate sales calls, customer interactions, and virtual assistant tasks to ensure adherence to company quality standards and client requirements.
• Review and validate leads, call dispositions, and key performance metrics including valid/invalid checks.
• Assess the accuracy and quality of assets uploaded by the VA team, ensuring they meet defined guidelines and client expectations.
• Identify, document, and escalate miscommitments, policy violations, or performance gaps by agents or closers.
• Conduct regular quality audits and provide detailed feedback to improve agent performance and service delivery.
• Maintain QA reports, scorecards, and performance dashboards for management review.
• Collaborate with team leads, trainers, and operations managers to implement corrective actions and process improvements.
• Ensure compliance with internal SOPs, client SLAs, and data security standards.

Required Skills & Competencies:

• Strong understanding of BPO, sales, and virtual assistant operations
• Excellent attention to detail and analytical skills
• Strong verbal and written communication skills
• Experience in call monitoring, quality audits, and performance evaluation
• Ability to identify compliance issues and recommend corrective actions
• Strong reporting, documentation, and coordination abilities

Preferred Qualifications:

• Prior experience in BPO, call center, or remote operations
• Familiarity with CRM systems, QA tools, and call monitoring platforms
• Ability to work in a fast-paced, target-driven environment

Job Type: Full-time

Pay: Rs50,000.00 - Rs90,000.00 per month

Experience:

• Quality Assurance: 1 year (Required)

Language:

• English (Required)

Location:

• Rawalpindi (Required)

Work Location: In person