QA Officer

2 weeks ago

Islamabad, Islamabad, Pakistan Awami Financial (Private) Limited Full time

The QA Officer is responsible for monitoring, evaluating, and improving the quality of customer interactions, and overall service delivery. The role ensures compliance with company policies, regulatory standards, and service quality benchmarks. The QA Officer provides actionable feedback to enhance agent performance, reduce risk, and maintain high customer satisfaction.

Key Responsibilities

  • Monitor inbound and outbound calls.
  • Evaluate agent performance through call audits, system checks, and case reviews.
  • Ensure compliance with lending regulations, company SOPs, and communication guidelines.
  • Identify gaps in call flow, script usage, customer handling, and risk-related behaviors.
  • Prepare daily/weekly QA reports with insights, scorecards, and recommendations.
  • Provide constructive feedback and coaching to agents and team leads.
  • Highlight potential fraud indicators, miscommunication, or policy violations.
  • Maintain updated QA checklists, scoring matrices, and SOPs.
  • Assist in identifying training needs and support refresher sessions for agents.
  • Ensure data privacy and confidentiality as per fintech compliance norms.

Requirements

  • Bachelor's degree.
  • Minimum 1 year experience in QA, customer support, call center operations, or fintech.
  • Strong understanding of lending processes, nano-loan products, and call center operations.
  • Excellent listening, analytical, and documentation skills.
  • Ability to work under pressure and meet short deadlines.
  • Proficiency in MS Office (Excel, Word, Sheets) and call monitoring tools.

Job Type: Full-time

Work Location: In person

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