Call Center QA/QC Manager

2 days ago

Rawalpindi, Punjab, Pakistan AKY Services Pvt. Ltd Full time 630,000 - 780,000 per year

Leads Expert BPO

Position: QC Manager – Call Center

Location: Rawalpindi / Islamabad

Schedule: Monday – Friday (Night Shift)

Salary: Market Competitive

About the Role

At Leads Expert, quality isn't just a metric — it's our commitment. We're looking for a sharp, detail-oriented, and proactive Quality Control (QC) Manager to join our leadership team. In this role, you'll be responsible for monitoring calls, assessing agent performance, and ensuring every customer interaction meets our highest standards of quality and compliance. If you're passionate about enhancing performance, driving improvement, and delivering excellence, this is the role for you.

Key Responsibilities

  • Monitor live and recorded calls to evaluate quality, compliance, and professionalism.
  • Ensure agents follow scripts, compliance policies, and performance guidelines.
  • Provide clear, constructive feedback to agents and supervisors to improve quality scores.
  • Identify recurring issues and collaborate with trainers to close performance gaps.
  • Document compliance violations, quality concerns, and training opportunities.
  • Prepare detailed daily and weekly quality reports for management.
  • Recommend strategies and process improvements to enhance customer satisfaction.

Requirements

  • Bachelor's degree (preferred) or equivalent professional experience.
  • Proven experience as a QC Executive, QA Analyst, or similar role in a BPO/call center environment.
  • Strong English listening, comprehension, and communication skills.
  • Excellent analytical skills with high attention to detail.
  • Ability to deliver feedback effectively and motivate agents toward improvement.
  • Familiarity with call center KPIs, compliance protocols, and quality frameworks.

What We Offer

  • Market-competitive salary package.
  • Growth and leadership development opportunities.
  • Supportive, collaborative, and professional work environment.
  • The opportunity to shape quality standards and directly impact customer satisfaction.

How to Apply

HR Contact:

At Leads Expert BPO, we believe that quality drives success. Join us as a QC Manager and play a vital role in maintaining excellence across every customer interaction

Job Type: Full-time

Pay: Rs45, Rs65,000.00 per month

Experience:

  • Call Center: 1 year (Preferred)
  • Call Center QA: 1 year (Preferred)

Location:

  • Rawalpindi (Preferred)

Work Location: In person

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