Quality Assurance (QA) | Domestic Call Center

Position: Quality Assurance (QA) Executive
Salary Range: PKR 50,000 – 80,000
Industry: BPO / Call Center
Location: Lahore

Job Overview

We are looking for an experienced Quality Assurance (QA) Executive for the BPO industry to ensure high standards of customer service and compliance. The QA Executive will be responsible for monitoring calls, evaluating agent performance, and providing feedback to improve service quality.

Key Responsibilities

• Monitor and evaluate customer service calls, chats, and emails to ensure quality standards are met.
• Conduct call audits and quality assessments based on defined QA parameters.
• Provide constructive feedback and coaching to agents to improve performance.
• Prepare daily, weekly, and monthly QA reports.
• Identify training needs and quality gaps within the team.
• Ensure compliance with company policies and campaign requirements.
• Work closely with Team Leads and Operations to improve overall performance.
• Maintain proper documentation of quality evaluations.

Requirements

• Minimum 1–2 years of QA experience in the BPO / Call Center industry.
• Strong analytical and listening skills.
• Experience with call monitoring, quality scorecards, and reporting.
• Good communication and feedback delivery skills.
• Ability to identify performance improvement areas.

Education

• Minimum Intermediate / Bachelor’s degree preferred.

Pay: Rs50,000.00 - Rs80,000.00 per hour

Work Location: In person