Quality Assurance Specilaists (Call Center/BPO)

Job Summary:

The Quality Assurance Specialist is responsible for ensuring service excellence by monitoring, evaluating, and improving the quality of customer interactions across BPO operations. The role focuses on call quality assurance, compliance, agent performance evaluation, and data-driven insights to enhance customer experience and operational effectiveness.

Key Responsibilities:

1. Call Monitoring & Evaluation

· Monitor and evaluate customer interactions (calls, chats, emails, tickets) against defined quality standards and client SLAs.

· Conduct detailed call audits to assess communication skills, compliance, process adherence, and customer handling.

· Ensure accuracy in quality scoring and documentation.

2. Quality Assurance & Compliance

· Ensure adherence to internal processes, regulatory requirements, and client compliance guidelines.

· Identify quality gaps, behavioral trends, and performance issues impacting customer experience.

· Address quality-related escalations in coordination with operations teams.

3. Feedback, Coaching & Calibration

· Provide structured, actionable feedback to agents to improve performance.

· Participate in calibration sessions with QA, Operations, and Training teams to ensure evaluation consistency.

· Support coaching initiatives by sharing insights and improvement recommendations.

4. Reporting & Analysis

· Prepare and share daily, weekly, and monthly quality performance reports.

· Analyze trends, root causes, and quality metrics to drive continuous improvement.

· Present quality insights and improvement suggestions to management and stakeholders.

5. Process Improvement & Client Support

· Assist in quality reviews, internal audits, and client audits.

· Ensure client expectations and quality benchmarks are consistently met.

· Contribute to refining QA frameworks, scorecards, and SOPs when required.

6. Key Performance Indicators (KPIs):

· Call Quality Scores

· SLA and Compliance Adherence

· Reduction in Customer Complaints and Escalations

· Agent Performance Improvement Post-Coaching

· Calibration Accuracy and Consistency

Required Skills & Competencies:

· Strong understanding of BPO/Call Center QA standards and methodologies

· Excellent listening, analytical, and attention-to-detail skills

· Ability to provide constructive feedback and performance insights

· Strong reporting and data interpretation skills

· Good communication and stakeholder coordination abilities

Education:

· Bachelor’s degree in Business Administration, Management, or a related field (preferred)

Experience:

· 3–5 years of experience in BPO / Call Center Quality Assurance

· 1–2 years’ experience as a Senior QA or Quality Analyst (preferred)

Perks & Benefits

• Competitive base salary with Increment Plans
• Paid public/national holidays.
• Paid annual, paternity, and bereavement leave.
• Supportive and career-focused workplace culture.

Location: Wapda Town Phase 1
Shift Timing: Night Shift (6:30 PM – 3:30 AM)
Work Schedule: Monday to Friday (Weekends Off)

Job Type: Full-time

Pay: Rs80,000.00 - Rs120,000.00 per month

Work Location: In person