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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)

365 Care Group Private Limited

Position: Assistant Manager &ndash; Growth &amp; PerformanceLocation: Lahore (On-site)About the Role We&rsquo;re looking for a data-driven growth marketer to lead our paid acquisition and funnel optimization efforts. As Assistant Manager &ndash; Growth &amp; Performance, you&rsquo;ll be responsible for scaling our customer base through Meta, Google UAC, TikTok, and emerging ad platforms while maximizing ROI. You&rsquo;ll work closely with product, design, and CRM to create a seamless journey from first click to loyal customer.Key Responsibilities<ul><li>Campaign Strategy &amp; Execution: Plan, launch, and optimize paid campaigns across multiple channels, balancing short-term conversions with long-term LTV.</li><li>Funnel Optimization: Identify and fix drop-off points in the acquisition funnel using analytics and A/B testing.</li><li>Creative Testing: Collaborate with designers and video editors to test different hooks, formats, and messages.</li><li>Tracking &amp; Reporting: Maintain accurate UTMs, build performance dashboards, and deliver weekly/monthly insights to leadership.</li><li>Budget Management: Allocate and manage monthly ad spend across channels with performance accountability.</li><li>Cross-Team Collaboration: Work with CRM on reactivation and retention campaigns, and with product on conversion-focused updates.</li></ul>Required Skills &amp; Experience<ul><li>4&ndash;6 years in paid acquisition, growth, or performance marketing.</li><li>Strong track record of managing budgets above PKR 5M/month.</li><li>Proficiency in Google Ads, Meta Ads Manager, and TikTok Ads Manager.</li><li>Experience with Google Analytics 4, Looker Studio, and attribution tools.</li><li>Comfort with rapid testing and iteration.</li><li>Industry Preference Fintech, Payments, E-commerce, or High-Growth Tech Start-ups</li></ul>Job Type: Full-timePay: Rs150,000.00 - Rs200,000.00 per monthWork Location: In person

Assistant Manager – Growth & Performance

Abacus

<div>
 
 
 Company Description
 
 
 
 
 
 
 Abacus has been providing advanced business solutions for more than 35 years to help organizations realize their potential. Our solutions are the result of a convergence of the latest business practices and cutting-edge technologies, and we emphasize the value of working collaboratively with clients.
 
 
 
 
 
 
 About the job
 
 
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 Monitor customer service performance at the agent and project level
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 Continuously come up with plans to improve Quality across project
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 Identify training needs and organize training to meet quality standards
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 Help agents improve their performance with specific instructions and constant support
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 Design Training Programs that relate &amp; contribute towards strategic goals
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 Ensure day to day Quality operations are managed effectively &amp; efficiently
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 Conduct audits as per defined guidelines and sampling for transaction monitoring
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 Create and publish regular reports with management and clients (daily, weekly, monthly)
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 Identify gaps and conduct feedback and refresher sessions with agents to improve quality of calls
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 Drive calibration sessions with internal or external with client
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 To conduct quality induction for new hire batch
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 Provide employees with training and coaching to help them improve their calls handling skills
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 Track the performance of employees to identify trends and make sure they meet performance goals
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 Review current standards and policies, drive process improvement initiatives
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 Keep records of quality reports, statistical reviews, and relevant documentation
 </li>
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 Analyze the data gathered, plan accordingly to improve quality &amp; Customer experience
 </li>
 </ul>
 
 
 Compensation &amp; Benefits:
 
 
 <ul>
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 💰 Salary: Market Competitive (Based on experience and expertise).
 
 </li>
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 📅
 
 34 Paid Leaves Annually &ndash; Work-life balance is important to us.
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 📈 Annual Increment &ndash; Performance-based growth opportunities.
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 💼 Provident Fund &amp; EOBI &ndash; Secure your future with our financial benefits.
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 🏥 Comprehensive Medical Insurance &ndash; Coverage for you and your family.
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 📜 Permanent Position with Growth Prospects &ndash; Stability and career advancement.
 </li>
 </ul>
 
 
</div>

Assistant Quality Assurance Manager

Askari Shoe Project

<ul><li>velop and maintain a robust costing system for products and services.</li><li>Conduct regular cost analysis, including variance analysis (e.g., actual vs. standard costs), to identify areas for improvement and cost reduction.</li><li>Provide timely and accurate cost estimates for new products, projects, and tenders.</li><li>Monitor budget vs. actual performance and provide insights into variances.</li><li>Develop financial models to support business planning and strategic initiatives.</li><li>Participate in long-term strategic planning activities and provide financial guidance.</li><li>Prepare and present regular management reports on cost performance, profitability, and key financial metrics.</li><li>Generate ad-hoc reports and analysis as required by senior management.</li><li>Provide insightful analysis to support decision-making related to pricing, investment, and operational improvements.</li><li>Collaborate with various departments, including production, sales, and supply chain, to gather data and provide financial support.</li><li>Mentor and support junior staff within the finance team as needed.</li></ul>Education:<ul><li>Bachelor's degree in Finance, Accounting, Business Administration, or a related field.</li><li>Professional certification such as ACCA, CIMA, CPA, or a Master's degree in a relevant field, is highly preferred.</li></ul>Experience:<ul><li>Minimum of 5-7 years of experience in a costing, financial planning, or management accounting role</li><li>Proven experience in budgeting, forecasting, and financial analysis.</li><li>Experience with ERP systems (e.g., SAP, Oracle)</li></ul>Job Type: Full-timePay: Rs100,000.00 - Rs130,000.00 per monthWork Location: In person

Assistant Manager Costing and Planning

Star Laboratories (Pvt.) Ltd.

Basic Function: To supervise analytical activities of QC analysts, ensure data accuracy, and maintain proper documentation for the raw material section of Quality Control.Key Responsibilities:<ul><li>Organize and manage the raw material section of the QC department.</li><li>Supervise day-to-day analytical activities of QC analysts.</li><li>Review and verify analytical/testing data, including calculations, before material release.</li><li>Ensure accuracy, completeness, and compliance of QC documentation as per SOPs and regulatory standards.</li><li>Maintain proper record-keeping and ensure data integrity across all QC processes.</li><li>Contribute to improving the overall performance and efficiency of the QC department.</li></ul>Qualifications:<ul><li>B.Pharm, M.Pharm, D.Pharm, B.Sc. Chemistry, or M.Sc. Chemistry.</li></ul>Experience:<ul><li>3&ndash;5 years of relevant experience in Quality Control.</li></ul>Location:23km, Multan Road, LahoreJob Type: Full-timeWork Location: In person

Asst. Manager QC/Executive QC

About the RoleAbacus is looking for a passionate and dynamic Assistant Manager &ndash; Training to join our growing BPO/Call Center operations. The ideal candidate will be responsible for designing, delivering, and driving impactful training programs that enhance agent performance, uplift customer experience, and align with organizational goals.Key Responsibilities<ul><li>Lead new hire, process, product, and soft skills training programs.</li><li>Conduct Training Needs Analysis (TNA) and close performance gaps.</li><li>Drive training effectiveness KPIs &ndash; certification, nesting success, and retention.</li><li>Coach and mentor trainers and team members to ensure consistent quality.</li><li>Collaborate with Operations, Quality, and Client teams to update training content.</li><li>Monitor and report on training effectiveness with data-driven insights.</li></ul>Ideal Candidate Profile<ul><li>4&ndash;6 years of Training &amp; Development experience in BPO/Call Center.</li><li>At least 2 years in a supervisory/assistant manager training role.</li><li>Strong expertise in facilitation, coaching, and people development.</li><li>Proven record in managing agent readiness, nesting, and training ROI.</li><li>Excellent communication, leadership, and stakeholder management skills.</li><li>Bachelor&rsquo;s degree (Master&rsquo;s preferred) &ndash; Certifications in TTT/L&amp;D a plus.</li></ul>Why Join Us?<ul><li>Shape the learning culture of a leading BPO.</li><li>Exposure to global clients &amp; dynamic business processes.</li><li>Growth-focused environment with career progression opportunities.</li></ul>If you&rsquo;re passionate about developing people, improving performance, and driving customer excellence&mdash;we&rsquo;d love to hear from you!Apply Now: Hassan.saleem@abacus-global.com#TrainingAndDevelopment #BPOTalent #CallCenterCareers #LearningAndDevelopment #BPOTraining #AssistantManager #PeopleDevelopment #CareerGrowth #CustomerExperience #L&amp;D #NowHiring #TrainingJobsJob Type: Full-timePay: Rs150,000.00 - Rs185,000.00 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: 07/09/2025

Assistant Manager – Training (BPO/Call Center)

Akhuwat

<div>
 
 
 Position Overview:&nbsp;
 
 
 
 
 
 
 Reporting directly to the Manager Operations of Akhuwat, the Assistant Manager Operations is a critical support in setting up our teams for success. Primary focus includes assisting the operations and partnering with cross-functional teams within the Head Office and projects to develop relevant strategies, initiatives, resources and communications to maintain a focus on operational excellence in achieving goals.&nbsp;
 
 
 
 
 Responsibilities:&nbsp;
 
 
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 Work closely with Manager Operations to set and implement policies, procedures and systems and to follow through with implementation.
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 Act as a bridge between Operations department and support departments at Akhuwat Head office.
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 Manage conflicting demands, meet deadlines and adjust priorities to deliver projects pertaining to Akhuwat.
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 Oversee budgeting, reporting, planning, and auditing.
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 Manage and/or support assigned activities that could include events and special projects.
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 To ensure smooth ongoing cross-functional team partnerships, special projects and new ventures.
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 Serving as a liaison between the field personnel and other members from various departments like administration, management, accounts etc.
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 Coordination with departments for implementation of Monitoring and Evaluation framework all across Akhuwat Education Services.
 </li>
 </ul>
 
 
 QUALIFICATIONS &amp; WORK EXPERIENCE
 
 
 <ul>
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 2-3 years of demonstrated experience in operations or administrative role.
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 Demonstrated ability to manage multiple projects.
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 Financial management knowledge, including familiarity with nonprofit financial management, reporting practices and developing budgets.
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 BBA (Hons)/BSC (Hons) /MBA in a relevant field.
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 Proficient in using MS Office.
 </li>
 </ul>
 
 
 
 
 Interested candidates should send their resumes at
 
 jobs
 
 
 @akhuwat.org.pk
 
 
 by August 30, 2025
 
 . &nbsp;The candidates should mention the position &ldquo;Assistant Manager Operations&rdquo; in the subject field.
 
 
 
</div>

Assistant Manager Operations

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