Quality Assurance Officer

1 week ago

Islamabad, Islamabad, Pakistan PINCHFORTH HR CONSULTANTS Full time 1,080,000 - 2,160,000 per year

Job Title: Quality Assurance (QA) Officer – Call Center

Location: Plot No. 176, Main I J P Road, Mehmood Abad Pindora, Rawalpindi

Salary: PKR 45,000 per month

Office Timings: 9:00 AM to 6:00 PM

We are seeking a detail-oriented and proactive
Quality Assurance (QA) Officer for our Call Center.
The QA Officer will be responsible for monitoring, evaluating, and improving the performance of call center agents to ensure service quality standards are consistently met. This role is critical in driving customer satisfaction, operational excellence, and continuous process improvement.

Key Responsibilities:

  • Monitor inbound and outbound calls to evaluate agent performance against defined quality standards.
  • Provide constructive feedback and coaching to agents for improving communication, soft skills, and compliance with scripts and processes.
  • Develop, update, and implement QA policies, guidelines, and scoring systems.
  • Prepare and share daily, weekly, and monthly QA reports with management.
  • Identify training needs and collaborate with the training team to enhance agent skills.
  • Ensure compliance with company policies, industry standards, and client requirements.
  • Work closely with team leads and managers to address performance gaps and maintain service excellence.
  • Recommend process improvements to increase efficiency and customer satisfaction.

Qualifications & Requirements:

  • Bachelor's degree in Business Administration, Communication, or a related field.
  • Minimum 1–2 years of quality assurance or call center experience.
  • Strong analytical, listening, and reporting skills.
  • Excellent command of English and Urdu, with strong verbal and written communication abilities.
  • Proficiency in MS Office, especially Excel for report generation.
  • Ability to work independently and as part of a team.

Why Join Us?

We offer a professional working environment, competitive salary, and growth opportunities within a fast-paced call center setup. If you are passionate about quality, performance improvement, and customer satisfaction, we encourage you to apply

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