Quality Assurance Manager

7 days ago

Islamabad, Islamabad, Pakistan Touchstone Communications PK Full time

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Manager HR at Touchstone Communications | Recruitment & Selection | HR Operations | Employee Relations

Company Description

For more than 20 years, Touchstone has provided growing companies with contact & call center solutions that drive growth and quality.

Virtually, every call center in Pakistan has leadership that learned the industry at Touchstone. Today, Touchstone, a U.S. corporation, owns and operates five facilities worldwide having transformed into a data-driven, AI-based enterprise driving innovation, efficiency, and scalability to customers around the globe.

Key Responsibilities

  • Audit & Compliance:
  • Manage and track Audit Completion Per Campaign to ensure target percentages are consistently achieved.
  • Ensure Compliance and Audit Accuracy standards are met through robust review mechanisms and process audits.
  • Implement corrective and preventive actions (CAPA) for non-compliance and ensure root cause analysis is conducted for repeated issues.

2.Performance Management & Reporting:

  • Supervise QA analysts and auditors, setting performance targets aligned with KPIs.
  • Ensure Reverts/Client Billing and responses to client queries are sent within 24 hours of receipt.
  • Review and approve quality write-ups and documentation prior to submission.

3.Stakeholder Collaboration:

  • Work closely with the Operations, HR, and Client Services teams to improve QA frameworks.
  • Provide regular feedback and insights to improve campaign quality and customer satisfaction
  • Ensure the provision of accurate monthly TNA (Training Needs Analysis) reports to Human Resources, including QA scores and identified improvement areas for associates who have completed 60 days of probation, to support targeted development in collaboration with Operations.
  • Audit accurate records of escalations, feedback, and QMS (Quality Management System) evaluations.

4.Training & Development:

  • Develop and oversee regular training programs on oGuidelines and Standard Operating Procedures (SOPs)

oQuality Management System (QMS)

oQA Marking criteria

oWebsite reviews and data platforms

oMS Excel and structured write-ups

  • Implement a feedback-based coaching loop by ensuring Customer Sales Associates (CSAs) are trained and upskilled based on QA observations, audit findings, and recurring quality issues.
  • Maintain training records, conduct periodic refreshers, and evaluate training effectiveness through pre/post-assessments and performance metrics.

Skills

  • Strong analytical and observation skills
  • Working knowledge of audit tools and QMS systems (preferred)
  • Ability to handle sensitive information with confidentiality
  • Proficiency in MS Office Suite (Excel, Word, Outlook)

Duration and Nature of Previous Experience

  • Minimum 4 years experience in QA
  • Past experience in BPO industry
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionQuality Assurance
  • IndustriesOutsourcing and Offshoring Consulting

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