Quality Assurance Officer

2 weeks ago

Lahore Johar Town, Pakistan AV Private Limited Full time 720,000 - 840,000 per year

Job Title: Quality Assurance Officer – Customer Services

Location: 88 D2, Johar Town Lahore

Job Type: Full-Time

Department: Customer Experience / Quality Assurance

Experience Required: Minimum 1–2 years in a QA role within a customer service/call center environment

Industry: BPO, E-commerce, Telecom, Banking

Job Overview:

We are seeking a detail-oriented and analytical Quality Assurance (QA) Officer to monitor and improve the performance of our Customer Service Representatives (CSRs). The QA Officer will be responsible for reviewing calls, chats, and emails to ensure quality standards, customer satisfaction, and compliance with company policies are consistently met.

Key Responsibilities:

  • Monitor and evaluate CSR interactions (calls, emails, chats) to ensure service quality, adherence to scripts, and professionalism.
  • Identify process gaps, training needs, and opportunities for improvement in customer service delivery.
  • Develop quality checklists, scorecards, and performance review templates.
  • Provide timely and constructive feedback to CSRs and team leads.
  • Collaborate with training teams to develop coaching sessions and support continuous improvement.
  • Prepare QA performance reports and present findings to management.
  • Ensure compliance with internal policies, customer service protocols, and data privacy standards.

Requirements:

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • 1–2 years of experience in quality assurance within customer service or a call center.
  • Strong understanding of customer service metrics (e.g., CSAT, FCR, AHT).
  • Excellent communication and interpersonal skills.
  • Proficient in MS Office (Excel, Word, PowerPoint); experience with CRM or QA tools is a plus.
  • Strong analytical and observational skills with attention to detail.

What We Offer:

  • Competitive salary
  • A collaborative and growth-driven work environment
  • Professional development and learning opportunities

Job Type: Full-time

Pay: Rs60, Rs70,000.00 per month

Work Location: In person

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