Manager Quality Assurance

1 week ago


Lahore, Punjab, Pakistan Abacus Outsourcing Full time 200,000 per year

Job Title: Manager – Quality Assurance (Contact Centre Operations)

Job Summary:

We are seeking a detail-oriented and proactive Manager – Quality Assurance to oversee and improve the quality of our contact centre operations. The ideal candidate will be responsible for driving continuous improvement in customer interactions by leading quality monitoring, calibration sessions, training recommendations, and performance analytics. This role ensures that customer service representatives meet internal standards and deliver exceptional customer experiences.

Key Responsibilities:

  • Supervise and guide the QA team in evaluating customer interactions (calls, chats, emails) against defined quality parameters.
  • Monitor and analyze trends in agent performance, customer satisfaction, and quality scores.
  • Conduct regular calibration sessions with internal stakeholders to ensure scoring consistency.
  • Provide actionable insights and feedback to team leaders and training teams to bridge performance gaps.
  • Develop and implement QA frameworks, audit forms, and SOPs to ensure consistent service delivery.
  • Collaborate with operations, training, and compliance teams to ensure adherence to policies and procedures.
  • Assist in designing agent coaching plans and performance improvement programs.
  • Prepare quality reports and dashboards for senior management review.
  • Participate in recruitment, training, and performance reviews of QA analysts.
  • Ensure compliance with regulatory and data security standards (e.g., GDPR, HIPAA, etc., if applicable).

Key Skills & Qualifications:

  • Bachelor's degree in any discipline (preferred: Business, Communications, or related field).
  • 4+ years of experience in quality assurance within a contact centre environment.
  • At least 1-2 years in a supervisory or assistant manager role.
  • Strong knowledge of QA methodologies and contact centre metrics (AHT, CSAT, FCR, QA scores, etc.).
  • Excellent analytical, communication, and coaching skills.
  • Proficiency in QA tools and CRM platforms (e.g., NICE, Verint, Salesforce, Zendesk).
  • Familiarity with Six Sigma, COPC, or similar quality frameworks is a plus.
  • Ability to work in a fast-paced and dynamic environment.

Location: Shaheen Complex, 1st floor, Egerton Road, Garhi Shahu, Lahore.

Salary: Up to 200K

Working Days: Monday to Friday

Benefits:

  • Weekly 2 Days Off
  • EOBI
  • Medical Life Insurance (IPD + OPD)
  • Annual, Casual and Sick Leaves (38)
  • Annual Increment (Performance based)

Job Type: Full-time

Pay: Up to Rs200,000.00 per month

Education:

  • Bachelor's (Preferred)

Work Location: In person



  • Lahore, Punjab, Pakistan EFU Life Assurance Ltd. Full time 900,000 - 1,200,000 per year

    Role OverviewThe Manager – Customer Services & Quality Assurance will be responsible for managing the Customer Services (Inbound) and Quality Assurance teams. This role ensures that TSM delivers quality sales through strict adherence to quality parameters and provides exceptional customer service across mHealth customers and other domains, maintaining...


  • Lahore, Punjab, Pakistan Motto Vest Full time 900,000 - 1,200,000 per year

    Company DescriptionAt Motto Vest, our mission is to protect bikers in Pakistan and around the world. We have developed a cutting-edge biker airbag vest that inflates within a fraction of a second during accidents, safeguarding the biker's vital organs including the backbone, neck, shoulders, back neck, ribs, abdomen, elbows, and knees. Our innovative product...


  • Lahore, Punjab, Pakistan Greenway Products Full time 900,000 - 1,200,000 per year

    Company DescriptionGreenway Products is a company based in Lahore, Pakistan, focusing on providing environmentally friendly and sustainable products to combat global warming and water scarcity issues. The company collaborates with international partners to develop purpose-driven products, such as the innovative Dry Wash System aimed at saving water during...

  • Quality-Assurer

    2 weeks ago


    Lahore, Punjab, Pakistan Hurak Full time 400,000 - 600,000 per year

    About CompanyHurak is a leading EdTech course marketplace that provides online and classroom-based compliance training in the UK. We have been in the industry for more than 12 years, and we are expanding our business to become a global brand. For that, we are currently looking for a Quality Assurer.Position Title: Quality AssurerTiming: 11:00 AM to 8:00...

  • Quality Assurance

    2 days ago


    Lahore, Punjab, Pakistan Hurak Full time 900,000 - 1,200,000 per year

    About CompanyHurak is a leading EdTech course marketplace that provides online and classroom-based compliance training in the UK. We have been in the industry for more than 12 years, and we are expanding our business to become a global brand. For that, we are currently looking for a Quality Assurer.Position Title: Quality AssurerTiming: 12:00 PM to 9:00...


  • Lahore, Punjab, Pakistan Frontier Dextrose Limited Full time 1,200,000 - 3,600,000 per year

    Quality Assurance Manager- PharmaceuticalLocation:LahoreEducation : Pharm-DIndustry : PharmaceuticalExperience : 10 years experience at same position in a reputable pharmaceutical company.Please send your resume on, or , Quality Assurance Officer- PharmaceuticalLocation: LahoreEducation : Pharm-DIndustry : PharmaceuticalExperience : 3-4 years experience at...


  • Lahore, Punjab, Pakistan athGADLANG Full time 900,000 - 1,200,000 per year

    Company DescriptionathGADLANG is a Management Consulting firm headquartered in Dubai with operations in Lahore. At athGADLANG, we work to catalyze business productivity by converting performance into numbers and numbers into further opportunities. We go beyond traditional advising by aligning incentives with clients' objectives and collaborating to unlock...


  • Lahore, Punjab, Pakistan Pure Foods Company (Pvt.) Limited Full time 900,000 - 1,200,000 per year

    Company DescriptionIncorporated in April 2006, Pure Foods Company (Pvt.) Limited has become one of the leading fruit juice manufacturers in Pakistan, known for premium nectar and fruit-based juice brands like "Regal Siprus" and "Fruit Farm." With a strong focus on quality, we use PET bottles and TetraPak packaging to ensure product safety. Our success in the...

  • Quality Assurer

    2 weeks ago


    Lahore, Punjab, Pakistan Hurak Education Services Full time 50,000 - 500,000 per year

    About CompanyHurak is a leading EdTech course marketplace that provides online and classroom-based compliance training in the UK. We have been in the industry for more than 12 years, and we are expanding our business to become a global brand. For that, we are currently looking for a Quality Assurer.Position Title: Quality AssurerTiming: 12:00 PM to 9:00...


  • Lahore, Punjab, Pakistan Standard Engineering Works (PVT) LTD. Full time 600,000 - 1,200,000 per year

    Company DescriptionStandard Engineering Works (Pvt.) Limited has been a key player in the Textile and Auto parts manufacturing industry for over four decades. With state-of-the-art machinery and advanced technology, SEW is ISO 9001:2015 Certified for Quality. Known for producing high-quality materials tailored to customer specifications, SEW holds a top...