Quality Assurance Officer

3 days ago

Lahore, Punjab, Pakistan Abacus Outsourcing Full time 42,000 - 504,000 per year

As a QA Officer, you'll be responsible for monitoring customer interactions, assessing agent performance, and driving quality improvements to ensure a world-class customer experience.

Key Responsibilities:

  • Monitor calls, emails, or chats to assess agent compliance and quality
  • Maintain QA reports and track individual/team performance
  • Identify training needs and assist with calibrations and coaching sessions
  • Work closely with team leads to improve processes and customer satisfaction

Key Skills & Qualifications:

  • Minimum 1 year of QA experience in a BPO environment
  • Strong knowledge of QA tools, scorecards, and audit procedures
  • Excellent verbal and written communication
  • Analytical mindset and problem-solving skills
  • Familiarity with CRM systems and call monitoring tools.

Perks:

  • Career advancement opportunities
  • Dynamic and inclusive culture
  • Flexible work policies
  • Performance-based incentives

Job Type: Full-time

Pay: Rs35, Rs42,000.00 per month

Education:

  • Bachelor's (Preferred)

Work Location: In person

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