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Abacus Outsourcing

The Assistant Manager &ndash; Quality Assurance plays a critical role in ensuring service excellence across BPO operations by monitoring, evaluating, and continuously improving the quality of customer interactions. This position supports the QA Manager in implementing quality frameworks, ensuring compliance with client and regulatory requirements, enhancing agent performance, and driving client satisfaction through data-driven analysis, coaching, and continuous improvement initiatives.Key Responsibilities<ul><li>Monitor and evaluate customer interactions (calls, chats, emails, and tickets) in line with defined quality standards, KPIs, and client SLAs.</li><li>Ensure strict adherence to internal SOPs, regulatory requirements, and client compliance guidelines.</li><li>Identify quality gaps, performance trends, and root causes, and recommend corrective and preventive actions.</li><li>Support, guide, and mentor QA Analysts to maintain consistency, accuracy, and calibration in evaluations.</li><li>Conduct regular calibration sessions with QA, Operations, and Training teams to align quality expectations.</li><li>Provide structured feedback, action plans, and coaching recommendations to improve agent performance.</li><li>Prepare, analyze, and share daily, weekly, and monthly quality performance reports with stakeholders.</li><li>Analyze quality metrics and trends to drive continuous process and performance improvements.</li><li>Present quality insights, risks, and improvement plans to management and clients when required.</li><li>Assist in client audits, internal quality reviews, and business review meetings.</li><li>Handle quality-related escalations in close coordination with Operations and relevant stakeholders.</li><li>Ensure client expectations, quality benchmarks, and service excellence standards are consistently met.</li></ul>Required Qualifications &amp; Skills<ul><li>At least Bachelor&rsquo;s degree in Business Administration, Management, or a related field (required).</li><li>Strong understanding of contact center QA frameworks, KPIs, SLAs, and compliance standards.</li><li>Excellent analytical, reporting, communication, and stakeholder management skills.</li><li>Proven ability to coach, mentor, and lead QA teams in a fast-paced BPO environment.</li><li>Proficiency in MS Excel, reporting tools, and QA monitoring systems.</li></ul>Experience<ul><li>3&ndash;5 years of experience in BPO / Contact Center Quality Assurance.</li><li>1&ndash;2 years in a Senior QA, QA Team Lead, or Assistant Manager role.</li></ul>Job Details<ul><li>Job Type: Full-time</li><li>Work Location: On-site / In-person</li></ul>Benefits<ul><li>Provident Fund (PF)</li><li>Medical Insurance</li><li>Performance-based Bonus</li><li>Annual Increment</li><li>Paid Leaves (as per company policy)</li></ul>How to ApplyInterested candidates may apply by sharing their updated CV at: hassan.saleem@abacus-global.com Job Type: Full-timePay: Rs150,000.00 - Rs200,000.00 per monthWork Location: In personApplication Deadline: 27/12/2025

Assistant Manager Call Center QA

Sybrid Pvt Ltd (The Lakson Group of Companies)

We&rsquo;re Hiring &ndash; Assistant Manager Call Center Operations Location: Lahore Industry: Call Center / BPO Experience: 4 to 7 YearsAre you a proactive leader with strong operational expertise and a passion for team development? Join our dynamic Call Center team and drive service excellence across every interaction!Key Responsibilities:<ul><li>Lead and manage daily operations of the call center team to ensure service levels are met.</li><li>Monitor and analyze KPIs to drive performance and implement improvements.</li><li>Coordinate with internal departments for smooth operations and timely issue resolution.</li><li>Coach, mentor, and develop team leaders and agents for optimal productivity.</li><li>Ensure adherence to compliance, quality standards, and client expectations.</li></ul>Requirements:<ul><li>Minimum 4&ndash;7 years of relevant experience in a call center or BPO environment.</li><li>Strong leadership, communication, and analytical skills.</li><li>Hands-on experience with CRM systems and reporting tools.</li><li>Proven ability to handle high-pressure environments and shifting priorities.</li></ul>Why Join Us?<ul><li>Career growth opportunities</li><li>Collaborative work culture</li><li>Competitive compensation &amp; performance-based rewards</li></ul>Job Type: Full-timePay: Rs50,000.00 - Rs150,000.00 per monthWork Location: In person

Assistant Manager Call Center Operations - Domestic Campaign

AffinityVibez (Pvt) Ltd

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 &amp; Evaluation&middot; Monitor and evaluate customer interactions (calls, chats, emails, tickets) against defined quality standards and client SLAs.&middot; Conduct detailed call audits to assess communication skills, compliance, process adherence, and customer handling.&middot; Ensure accuracy in quality scoring and documentation.2. Quality Assurance &amp; Compliance&middot; Ensure adherence to internal processes, regulatory requirements, and client compliance guidelines.&middot; Identify quality gaps, behavioral trends, and performance issues impacting customer experience.&middot; Address quality-related escalations in coordination with operations teams.3. Feedback, Coaching &amp; Calibration&middot; Provide structured, actionable feedback to agents to improve performance.&middot; Participate in calibration sessions with QA, Operations, and Training teams to ensure evaluation consistency.&middot; Support coaching initiatives by sharing insights and improvement recommendations.4. Reporting &amp; Analysis&middot; Prepare and share daily, weekly, and monthly quality performance reports.&middot; Analyze trends, root causes, and quality metrics to drive continuous improvement.&middot; Present quality insights and improvement suggestions to management and stakeholders.5. Process Improvement &amp; Client Support&middot; Assist in quality reviews, internal audits, and client audits.&middot; Ensure client expectations and quality benchmarks are consistently met.&middot; Contribute to refining QA frameworks, scorecards, and SOPs when required.6. Key Performance Indicators (KPIs):&middot; Call Quality Scores&middot; SLA and Compliance Adherence&middot; Reduction in Customer Complaints and Escalations&middot; Agent Performance Improvement Post-Coaching&middot; Calibration Accuracy and ConsistencyRequired Skills &amp; Competencies:&middot; Strong understanding of BPO/Call Center QA standards and methodologies&middot; Excellent listening, analytical, and attention-to-detail skills&middot; Ability to provide constructive feedback and performance insights&middot; Strong reporting and data interpretation skills&middot; Good communication and stakeholder coordination abilitiesEducation:&middot; Bachelor&rsquo;s degree in Business Administration, Management, or a related field (preferred)Experience:&middot; 3&ndash;5 years of experience in BPO / Call Center Quality Assurance&middot; 1&ndash;2 years&rsquo; experience as a Senior QA or Quality Analyst (preferred)Perks &amp; Benefits<ul><li>Competitive base salary with Increment Plans</li><li>Paid public/national holidays.</li><li>Paid annual, paternity, and bereavement leave.</li><li>Supportive and career-focused workplace culture.</li></ul>Location: Wapda Town Phase 1 Shift Timing: Night Shift (6:30 PM &ndash; 3:30 AM) Work Schedule: Monday to Friday (Weekends Off)Job Type: Full-timePay: Rs80,000.00 - Rs120,000.00 per monthWork Location: In person

Quality Assurance Specilaists (Call Center/BPO)

Interact Global

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 &amp; Evaluation&middot; Monitor and evaluate customer interactions (calls, chats, emails, tickets) against defined quality standards and client SLAs.&middot; Conduct detailed call audits to assess communication skills, compliance, process adherence, and customer handling.&middot; Ensure accuracy in quality scoring and documentation.2. Quality Assurance &amp; Compliance&middot; Ensure adherence to internal processes, regulatory requirements, and client compliance guidelines.&middot; Identify quality gaps, behavioral trends, and performance issues impacting customer experience.&middot; Address quality-related escalations in coordination with operations teams.3. Feedback, Coaching &amp; Calibration&middot; Provide structured, actionable feedback to agents to improve performance.&middot; Participate in calibration sessions with QA, Operations, and Training teams to ensure evaluation consistency.&middot; Support coaching initiatives by sharing insights and improvement recommendations.4. Reporting &amp; Analysis&middot; Prepare and share daily, weekly, and monthly quality performance reports.&middot; Analyze trends, root causes, and quality metrics to drive continuous improvement.&middot; Present quality insights and improvement suggestions to management and stakeholders.5. Process Improvement &amp; Client Support&middot; Assist in quality reviews, internal audits, and client audits.&middot; Ensure client expectations and quality benchmarks are consistently met.&middot; Contribute to refining QA frameworks, scorecards, and SOPs when required.6. Key Performance Indicators (KPIs):&middot; Call Quality Scores&middot; SLA and Compliance Adherence&middot; Reduction in Customer Complaints and Escalations&middot; Agent Performance Improvement Post-Coaching&middot; Calibration Accuracy and ConsistencyRequired Skills &amp; Competencies:&middot; Strong understanding of BPO/Call Center QA standards and methodologies&middot; Excellent listening, analytical, and attention-to-detail skills&middot; Ability to provide constructive feedback and performance insights&middot; Strong reporting and data interpretation skills&middot; Good communication and stakeholder coordination abilitiesEducation:&middot; Bachelor&rsquo;s degree in Business Administration, Management, or a related field (preferred)Experience:&middot; 3&ndash;5 years of experience in BPO / Call Center Quality Assurance&middot; 1&ndash;2 years&rsquo; experience as a Senior QA or Quality Analyst (preferred)Perks &amp; Benefits<ul><li>Competitive base salary with Increment Plans</li><li>Paid public/national holidays.</li><li>Paid annual, paternity, and bereavement leave.</li><li>Supportive and career-focused workplace culture.</li></ul>Location: Wapda Town Phase 1 Shift Timing: Night Shift (5:30 PM &ndash; 2:30 AM) Work Schedule: Monday to Friday (Weekends Off)Job Type: Full-timePay: Rs80,000.00 - Rs120,000.00 per monthWork Location: In person

Quality Assurance Specialists - BPO

Job Summary:We are looking for a Quality Analyst to evaluate and ensure the quality of customer interactions. The ideal candidate must be a graduate with strong command over Urdu and Sindhi languages.Key Responsibilities:<ul><li>Monitor and evaluate calls/chats for quality and compliance.</li><li>Identify gaps and provide actionable feedback to improve performance.</li><li>Prepare daily, weekly, and monthly QA reports.</li><li>Conduct coaching sessions with agents to enhance service quality.</li><li>Ensure all customer interactions meet company standards.</li><li>Collaborate with team leads and trainers for quality improvements.</li></ul>Requirements:<ul><li>Must be a graduate.</li><li>Fluency in Sindhi and Urdu (mandatory).</li><li>Strong analytical and listening skills.</li><li>Good communication and documentation skills.</li><li>Ability to provide constructive feedback.</li><li>Previous QA or call center experience is a plus.</li></ul>Job Type: Full-timePay: Rs40,000.00 - Rs45,000.00 per monthWork Location: In person

Quality Assurance (Sindhi Speaker)

Vortex BPO

Job SummaryWe are seeking a detail-oriented Quality Support Analyst to monitor, evaluate, and improve the quality of calls and operational processes for our USA Trucking Campaign. The ideal candidate will ensure agents comply with company standards, DOT-related guidelines, and customer service expectations while supporting continuous performance improvement.This role plays a key part in maintaining professionalism, accuracy, and compliance across driver, broker, and shipper communications.Key Responsibilities<ul><li>Monitor and evaluate inbound and outbound calls related to U.S. trucking operations (dispatch, driver support, broker communication).</li><li>Ensure compliance with company policies, call scripts, and U.S. trucking industry standards.</li><li>Audit call recordings, chats, and CRM notes for accuracy and professionalism.</li><li>Identify performance gaps and provide detailed feedback to agents and supervisors.</li><li>Prepare quality reports, scorecards, and trend analysis.</li><li>Collaborate with operations and training teams to improve call handling and service quality.</li><li>Flag compliance risks, escalations, and recurring issues.</li><li>Support onboarding by assisting with quality guidelines and expectations.</li><li>Maintain strict confidentiality and data security standards.</li></ul>Required Qualifications<ul><li>Minimum 1 year experience as a Quality Analyst / Quality Support Analyst (Call Center or BPO).</li><li>Experience with USA Trucking Campaigns (Dispatch, Freight Brokerage, Driver Support).</li><li>Strong understanding of call quality metrics (QA scorecards, KPIs).</li><li>Excellent English communication skills (listening, writing, and reporting).</li><li>Strong attention to detail and analytical skills.</li><li>Ability to work during U.S. business hours.</li><li>Experience using call monitoring tools, CRM systems, and spreadsheets.</li></ul>Preferred Qualifications<ul><li>Prior experience in logistics, freight brokerage, or trucking operations.</li><li>Knowledge of DOT compliance and trucking terminology.</li><li>Experience working with remote teams.</li><li>Background in coaching or agent performance improvement.</li></ul>Skills Required<ul><li>Call auditing &amp; quality scoring</li><li>Compliance monitoring</li><li>Performance analysis &amp; reporting</li><li>Communication &amp; feedback delivery</li><li>Time management &amp; organization</li></ul>What We Offer<ul><li>Competitive salary based on experience</li><li>Growth opportunities within logistics operations</li><li>Performance-based incentives</li><li>Supportive and professional work environment</li></ul>Job Type: Full-timePay: Rs35,000.00 - Rs50,000.00 per monthWork Location: In person

Quality Analyst/QA Analyst

Madni Paper Mart

We are hiring a Call Center Agent (preferably female) to join our software house support team. The ideal candidate will manage customer interactions across calls, chats, emails, and social media, ensuring fast, friendly, and accurate technical assistance for users of the company&rsquo;s software products.You&rsquo;ll be the frontline voice of the company, helping customers resolve issues, understand features, and stay satisfied, all while maintaining strong communication and quality standards.Key Responsibilities<ul><li>Handle inbound and outbound calls, live chats, emails, and social media messages from customers.</li><li>Provide first-line technical support for software issues (installation, account setup, usage guidance, etc.).</li><li>Log and manage all customer interactions in the CRM or ticketing system</li><li>Escalate advanced technical issues to Tier-2 support or the development team.</li><li>Follow up with customers to ensure problem resolution and positive feedback.</li><li>Document recurring issues and share improvement insights with QA and Product teams.</li><li>Maintain a strong understanding of company products and new feature releases.</li></ul>Job Type: Part-timePay: Rs30,000.00 - Rs65,000.00 per monthWork Location: In person

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