Quality Assurance

2 weeks ago

Lahore, Punjab, Pakistan Abacus Outsourcing Full time 480,000 - 540,000 per year

Job Summary:

The QA Evaluator will be responsible for monitoring and assessing agent performance to ensure high-quality customer service. The role includes call evaluations, feedback sessions, and identifying improvement opportunities to enhance service standards.

Key Responsibilities:

  • Monitor inbound and outbound calls to evaluate service quality and compliance.
  • Conduct regular audits based on defined quality parameters.
  • Provide constructive feedback and coaching to agents for performance improvement.
  • Identify training needs or skill gaps and escalate to management.
  • Maintain daily/weekly/monthly quality performance reports.
  • Ensure adherence to policies and standard operating procedures.
  • Collaborate with team leads and trainers to uplift overall customer experience.
  • Participate in calibration sessions to align quality standards across the team.

Required Skills & Qualifications:

  • Minimum Bachelor's degree (mandatory)
  • Minimum 1 year of call center experience
  • Strong English communication skills (verbal & written)
  • Good knowledge of call center operations and KPIs
  • Excellent listening, analytical, and documentation skills
  • Ability to provide feedback professionally and effectively
  • Proficiency in MS Office (Excel, Word, PowerPoint)

Job Type: Full-time

Pay: Rs40, Rs45,000.00 per month

Education:

  • Bachelor's (Preferred)

Work Location: In person

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