Quality Assurance Specialist

Job Title: Quality Assurance (QA) Specialist
Location: Main Peshawar Road, Rawalpindi
Shift: 7:00 PM – 4:00 AM (PST) | Night Shift (On-site)

At Amigos BPO, we understand that every great customer experience begins with quality. We are seeking a Quality Assurance Specialist who is passionate about precision, driven by excellence, and committed to raising the standard of every interaction. If you have the ability to listen beyond the words and identify what truly matters, this role is for you.

Key Responsibilities:

• Monitor and evaluate agent calls for quality, compliance, and customer satisfaction.
• Apply QA scorecards to assess script adherence, communication effectiveness, and service delivery.
• Provide actionable feedback and coaching to enhance agent performance.
• Identify recurring issues and deliver insights to team leads and management.
• Ensure compliance with both internal standards and regulatory requirements.
• Maintain QA documentation and contribute to performance and improvement reports.

Requirements:

• Minimum 6 months of QA experience in a call center or BPO setting.
• Strong understanding of call center dynamics, KPIs, and compliance standards.
• Exceptional listening, analytical, and communication skills.
• Proficiency in QA tools and Microsoft Excel for data analysis and reporting.
• Skilled at providing constructive, solution-focused feedback.
• Comfortable with night shifts aligned with U.S. hours.
• Detail-oriented, organized, and collaborative, with a relentless commitment to quality.

What We Offer:

• Competitive compensation with performance-based rewards.
• A professional and collaborative work environment.
• Structured training and career development opportunities.
• Stable night shifts, providing alignment with U.S. business hours.

At Amigos BPO, we don’t just monitor quality — we shape it. Join us, and help redefine excellence one call at a time.

Job Type: Full-time

Pay: From Rs35,000.00 per month

Work Location: In person