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assistant manager quality assurance contact center

Abacus Outsourcing

Job Title: Assistant Manager &ndash; Quality Assurance (Contact Centre Operations)Job Summary:We are seeking a detail-oriented and proactive Assistant Manager &ndash; Quality Assurance to oversee and improve the quality of our contact centre operations. The ideal candidate will be responsible for driving continuous improvement in customer interactions by leading quality monitoring, calibration sessions, training recommendations, and performance analytics. This role ensures that customer service representatives meet internal standards and deliver exceptional customer experiences.Key Responsibilities:<ul><li>Supervise and guide the QA team in evaluating customer interactions (calls, chats, emails) against defined quality parameters.</li><li>Monitor and analyze trends in agent performance, customer satisfaction, and quality scores.</li><li>Conduct regular calibration sessions with internal stakeholders to ensure scoring consistency.</li><li>Provide actionable insights and feedback to team leaders and training teams to bridge performance gaps.</li><li>Develop and implement QA frameworks, audit forms, and SOPs to ensure consistent service delivery.</li><li>Collaborate with operations, training, and compliance teams to ensure adherence to policies and procedures.</li><li>Assist in designing agent coaching plans and performance improvement programs.</li><li>Prepare quality reports and dashboards for senior management review.</li><li>Participate in recruitment, training, and performance reviews of QA analysts.</li><li>Ensure compliance with regulatory and data security standards (e.g., GDPR, HIPAA, etc., if applicable).</li></ul>Key Skills &amp; Qualifications:<ul><li>Bachelor&rsquo;s degree in any discipline (preferred: Business, Communications, or related field).</li><li>4+ years of experience in quality assurance within a contact centre environment.</li><li>At least 1-2 years in a supervisory or assistant manager role.</li><li>Strong knowledge of QA methodologies and contact centre metrics (AHT, CSAT, FCR, QA scores, etc.).</li><li>Excellent analytical, communication, and coaching skills.</li><li>Proficiency in QA tools and CRM platforms (e.g., NICE, Verint, Salesforce, Zendesk).</li><li>Familiarity with Six Sigma, COPC, or similar quality frameworks is a plus.</li><li>Ability to work in a fast-paced and dynamic environment.</li></ul>Location: Shaheen Complex, 1st floor, Egerton Road, Garhi Shahu, Lahore.Salary: Up to 200KWorking Days: Monday to FridayBenefits:<ul><li>Weekly 2 Days Off</li><li>EOBI</li><li>Medical Life Insurance (IPD + OPD)</li><li>Annual, Casual and Sick Leaves (38)</li><li>Annual Increment (Performance based)</li></ul>Job Type: Full-timePay: Up to Rs200,000.00 per monthEducation:<ul><li>Bachelor's (Preferred)</li></ul>Work Location: In person

Assistant Manager Quality Assurance - Contact Center)

About the Role Abacus is looking for a dynamic Assistant Manager &ndash; Call Center Operations to lead BPO projects, drive performance, and ensure top-quality service delivery. If you&rsquo;re passionate about operational excellence and team leadership, this role is for you.Key Responsibilities<ul><li>Manage day-to-day operations across BPO projects (inbound/outbound/customer service/back-office).</li><li>Monitor KPIs, SLAs &amp; quality targets to ensure consistent performance.</li><li>Conduct team huddles, coaching sessions &amp; performance reviews.</li><li>Collaborate with QA &amp; Training to close skill gaps &amp; improve results.</li><li>Analyze performance data &amp; present actionable insights.</li><li>Handle client escalations &amp; ensure timely resolutions.</li><li>Drive process improvements for efficiency &amp; customer satisfaction.</li><li>Support workforce planning, scheduling &amp; resource allocation.</li><li>Ensure compliance with company &amp; industry standards.</li></ul>Qualifications<ul><li>Bachelor&rsquo;s/Master&rsquo;s in Business, Management, or related field.</li><li>3&ndash;5 years BPO operations experience, with 1&ndash;2 years in a supervisory/AM role.</li><li>Strong knowledge of BPO workflows, KPIs &amp; QA standards.</li><li>Excellent leadership, communication &amp; analytical skills.</li><li>Proficiency in MS Office, CRM &amp; performance dashboards.</li></ul>Why Join Us?<ul><li>Lead impactful projects in a growth-focused environment.</li><li>Exposure to diverse clients &amp; dynamic operations.</li><li>Collaborative culture with professional development opportunities.</li></ul>How to Apply Send your CV to hassan.saleem@abacus-global.com with the subject line: Application &ndash; Assistant Manager Call Center Operations.Job Type: Full-timePay: Up to Rs200,000.00 per monthApplication Question(s):<ul><li>Do you have at least 3&ndash;5 years of BPO operations experience, including 1&ndash;2 years in a supervisory or assistant manager role?</li><li>Have you managed KPIs, SLAs, and performance reporting for call center teams before?</li><li>Are you comfortable working in rotational shifts and handling client escalations directly?</li></ul>Work Location: In personApplication Deadline: 26/09/2025

Assistant Manager Call Center Operations

About the Role Abacus is looking for a passionate Assistant Manager &ndash; Training to lead learning initiatives for our growing BPO/Call Center operations. You&rsquo;ll design and deliver impactful training programs to enhance agent performance, improve customer experience, and support organizational goals.Key Responsibilities<ul><li>Lead new hire, process, product, and soft skills training.</li><li>Conduct Training Needs Analysis (TNA) to address performance gaps.</li><li>Drive training KPIs: certification, nesting success, retention.</li><li>Coach &amp; mentor trainers for consistent quality delivery.</li><li>Collaborate with Operations, Quality &amp; Clients on training content.</li><li>Track &amp; report training effectiveness with data-driven insights.</li></ul>Ideal Candidate<ul><li>4&ndash;6 years in BPO/Call Center Training &amp; Development.</li><li>2+ years in a supervisory or assistant manager training role.</li><li>Strong facilitation, coaching &amp; people development skills.</li><li>Proven success in agent readiness &amp; training ROI.</li><li>Excellent communication &amp; stakeholder management.</li><li>Bachelor&rsquo;s in HR, Business, Education, Psychology (I/O) or Communications; Master&rsquo;s/MBA preferred; TTT/L&amp;D certifications a plus.</li></ul>Why Join Us?<ul><li>Shape the learning culture of a leading BPO.</li><li>Exposure to global clients &amp; diverse processes.</li><li>Career growth in a dynamic, growth-focused environment.</li></ul>Apply Now: hassan.saleem@abacus-global.comApplication Questions:<ul><li>Have you led a team of trainers/coordinators?</li><li>Designed/delivered training for a BPO/call center?</li><li>Conducted TNA &amp; closed performance gaps using data?</li></ul>#TrainingAndDevelopment #BPOTalent #CallCenterCareers #LearningAndDevelopment #AssistantManager #PeopleDevelopment #CareerGrowth #CustomerExperience #L&amp;D #NowHiringJob Type: Full-timePay: Rs150,000.00 - Rs200,000.00 per monthApplication Question(s):<ul><li>Have you managed or supervised a team of trainers or training coordinators before?</li><li>Have you designed and delivered training programs specifically for a call center or BPO environment?</li><li>Do you have experience conducting Training Needs Analysis (TNA) and using data to close performance gaps?</li></ul>Work Location: In personApplication Deadline: 23/09/2025

Assistant Manager – Training & Development

Women's Empowerment Group

Department:Radiology / Imaging ServicesReports To:HORole Summary:The Assistant Manager &ndash; Mammography is responsible for supervising daily mammography operations, ensuring high-quality imaging services, patient safety, and compliance with regulatory standards. This role supports the radiology department in managing staff, coordinating patient care, maintaining equipment, and contributing to the hospital&rsquo;s breast health initiatives.Key Responsibilities:- Oversee day-to-day mammography unit operations to ensure smooth service delivery.- Supervise radiographers/technicians and support staff in the mammography department.- Ensure adherence to quality assurance protocols and safety standards.- Coordinate with doctors, oncologists, and surgeons for timely imaging and reporting.- Support awareness programs, screening camps, and patient education sessions.- Maintain accurate records of imaging procedures and reports.- Monitor and manage mammography equipment, scheduling maintenance as required.- Assist in planning and executing departmental goals for patient care and service improvement.- Train and mentor staff on updated techniques, patient handling, and quality protocols.Qualifications &amp; Skills:- Bachelor&rsquo;s/Master&rsquo;s in MIT, or related field.- Certification in Mammography or Radiology Technology (preferred).- 3&ndash;5 years of experience in mammography/radiology, with supervisory or management exposure.- Strong understanding of breast imaging techniques, safety protocols, and patient care.- Excellent communication and team management skills.- Proficiency in using imaging software and hospital information systems.Key Competencies:- Leadership &amp; Staff Supervision- Patient-Centered Care- Quality Assurance &amp; Compliance- Problem-Solving &amp; Decision Making- Technical Expertise in MammographyEmployment Type:On Call.Job Type: Part-timeWork Location: In person

MIT (Mammography)

Brandix Soft

Brandix Soft (Pvt.) Ltd. is a leading digital marketing agency with years of experience delivering high-quality SEO, Digital Marketing, Development, GMB Optimization, Google Ads Management, and other IT services to clients in the UK, US, and Canada.Job DescriptionWe are seeking an experienced and detail-oriented Quality Assurance Analyst to join our dynamic team. In this role, you will be crucial in maintaining and enhancing the quality of our client interactions and internal processes. The ideal candidate will possess excellent call center experience, exceptional analytical and communication skills, and a passion for driving continuous improvement.Key Responsibilities:<ul><li>Conduct end-to-end quality assurance for all inbound/outbound communications, including calls, emails, and chats.</li><li>Perform evaluations and prepare detailed reports on agent performance, final deliverables, and business processes.</li><li>Develop, create, and implement effective quality assurance processes and procedures.</li><li>Assist in preparing and leading weekly call review and calibration sessions with the operations team.</li><li>Analyze and report on key performance indicators (KPIs), including agent dialing times, conversion rates, and customer satisfaction metrics.</li><li>Develop and implement strategies to improve team KPIs and overall service quality.</li><li>Provide targeted training, coaching, and feedback to agents to help them improve their skills and performance.</li><li>Track employee performance trends to ensure they meet sales, service, and performance goals.</li><li>Monitor customer service interactions to ensure adherence to company quality standards.</li><li>Prepare and present internal and external quality reports for management review.</li></ul>Required Skills &amp; Qualifications:<ul><li>Experience: 1-2 years of experience in a call center environment, with a focus on quality assurance.</li><li>Communication: Excellent verbal, written, and interpersonal communication skills.</li><li>Analytical Skills: Exceptional listening and analytical skills with a keen eye for detail.</li><li>Customer Focus: A strong dedication to exceptional customer service and quality assurance.</li><li>Technical Proficiency: Proficient in Microsoft Office (Intermediate Word, Basic Excel).</li><li>Soft Skills:</li><li>Self-motivated, proactive, and able to work independently.</li><li>Strong time management and prioritization skills.</li><li>Ability to multitask and thrive in a fast-paced, team-oriented environment.</li><li>Adapts well to change and can adjust priorities effectively.</li><li>Creative problem-solving ability and writing proficiency.</li><li>Ability to interact effectively with people at all levels, both inside and outside the company.</li></ul>Shift Timings: (1pm-10pm) Mon-Fri Job Type: Full-Time (Onsite) Address: Ofc No: 402 &amp; 403, 4th Floor Al-Hafeez Shopping Mall, Gulberg III, Lahore.Job Type: Full-timePay: Rs40,000.00 - Rs60,000.00 per monthExperience:<ul><li>inbound &amp; outbound calling: 1 year (Required)</li></ul>Language:<ul><li>English Fluently? (Required)</li></ul>Location:<ul><li>Lahore (Required)</li></ul>Work Location: In person

Quality Assurance Analyst (QA-Female)

Central Tech Services

About Us: We are a growing company looking for a dedicated Project Manager / Tech Lead to lead our technical team, manage client projects, and ensure smooth execution of deliverables.Key Responsibilities:<ul><li>Lead and manage the tech team to deliver projects on time.</li><li>Act as the primary point of contact between clients and the technical team.</li><li>Define project scope, goals, and deliverables.</li><li>Manage resources, timelines, and budgets.</li><li>Identify risks and ensure quality assurance throughout the project lifecycle.</li><li>Mentor and guide junior developers/engineers.</li></ul>Requirements:<ul><li>Proven experience as a Project Manager or Tech Lead in Digital Marketing/software/IT projects.</li><li>Strong leadership, communication, and problem-solving skills.</li><li>Good understanding of project management tools (e.g., Jira, Trello, Asana).</li><li>Ability to manage multiple projects simultaneously.</li><li>Bachelor&rsquo;s degree in Digital Marketing,Computer Science, IT, or related field (preferred).</li></ul>Perks &amp; Benefits:<ul><li>Competitive salary package.</li><li>Growth and learning opportunities.</li><li>Friendly and collaborative work environment.</li></ul>Location: Central Tower 2, Hali Road, Gulberg 3, Lahore Job Type: Full-time, Onsite Shift Timings: (3:00 PM &ndash; 12:00 AM, Monday to Friday)How to Apply: Apply directly on indeed or Send your CV to +92 328 1648517.Job Type: Full-timePay: Rs70,000.00 - Rs140,000.00 per monthWork Location: In person

Project Manager / Tech Team Lead

Contegris Pvt Ltd

Job description:Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.Job OverviewThis role is responsible for ensuring a Delightful Pre &amp; Post-Implementation Customer Experience that aligns with our business strategy and SLA Commitment. Moreover this role is responsible for establishing the NOC and managing efficient Network &amp; System Operations with proactive handling.Key Responsibilities<ul><li>Team Building: Build a team of A Players with right potential and talents to achieve the organizational objectives and create the strategy for successful NOC and Technical Support Operations.</li><li>Training and Development: Continuously train and coach the team to achieve their Key Performance Indicators and keep them motivated.</li><li>Leadership and Performance Management: Keep a close eye on the Support Operations and ensure Quality Assurance and performance goals are met according to the plan. Do performance appraisal of your team on Quarterly basis</li><li>Team Culture: Create and maintain a performance oriented culture within the team by creating positive competition and open learning environment</li><li>Process: Create, implement and streamline processes related to successful operations of a diverse technical support and network operations function. Implement ITIL framework in the CNOC department.</li><li>Customer Experience: Transformation of the customer experience by providing proactive, professional and friendly support operations to the customers</li><li>Customer Empowerment: Engage with the customer during Go-Live Support period, ensure they are properly trained and empowered to get full benefit of Contegris products and solutions</li><li>Customer Relationship: Be the first level of escalation for the customer, Handle support escalations and get them resolved on priority.</li><li>Collaboration: Partner with Development and Leadership team to help resolve Customer Queries which need special attention and share valuable suggestions for improvement. Collaborate with Deployment team for smooth and efficient onboarding of the customer.</li><li>CSAT &amp; NPS Surveys: Actively conduct the CAST and NPS Surveys and suggest corrective action to the leadership.</li><li>Reporting &amp; Analysis: Analyze support operations for the required KPIs, do continuous performance management and present the analytical reports to the leadership on weekly, monthly, quarterly and yearly basis.</li><li>Information Security: Understand and Implement Contegris ISMS policy across the functions</li></ul>Requirements<ul><li>Education: MS/BS in IT/CS or Equivalent</li><li>Experience: Minimum 4-5 years experience working with BPO/SAAS Company in the Implementation, Lead Support Engineer role with management responsibilities</li><li>Leadership skills</li><li>Ability to work under extreme pressure without losing cool</li><li>Ability to handle multiple things going on simultaneously</li><li>Team Management as a successful coach</li><li>Handle Technical Support Operations</li><li>Handle NOC Operations</li><li>Handle Contact Center Operations</li><li>Strong Reporting &amp; Analytical ability</li></ul>Job Type: Full-timePay: Rs150,000.00 - Rs200,000.00 per monthWork Location: In person

Manager Technical Support

Explore 1559+ Assistant manager quality assurance contact center in Lahore this September. Find roles across top companies and apply now to boost your career.