Assistant Manager Call Center QA

5 days ago

Lahore, Punjab, Pakistan Abacus Outsourcing Full time

The Assistant Manager – Quality Assurance plays a critical role in ensuring service excellence across BPO operations by monitoring, evaluating, and continuously improving the quality of customer interactions. This position supports the QA Manager in implementing quality frameworks, ensuring compliance with client and regulatory requirements, enhancing agent performance, and driving client satisfaction through data-driven analysis, coaching, and continuous improvement initiatives.

Key Responsibilities

  • Monitor and evaluate customer interactions (calls, chats, emails, and tickets) in line with defined quality standards, KPIs, and client SLAs.
  • Ensure strict adherence to internal SOPs, regulatory requirements, and client compliance guidelines.
  • Identify quality gaps, performance trends, and root causes, and recommend corrective and preventive actions.
  • Support, guide, and mentor QA Analysts to maintain consistency, accuracy, and calibration in evaluations.
  • Conduct regular calibration sessions with QA, Operations, and Training teams to align quality expectations.
  • Provide structured feedback, action plans, and coaching recommendations to improve agent performance.
  • Prepare, analyze, and share daily, weekly, and monthly quality performance reports with stakeholders.
  • Analyze quality metrics and trends to drive continuous process and performance improvements.
  • Present quality insights, risks, and improvement plans to management and clients when required.
  • Assist in client audits, internal quality reviews, and business review meetings.
  • Handle quality-related escalations in close coordination with Operations and relevant stakeholders.
  • Ensure client expectations, quality benchmarks, and service excellence standards are consistently met.

Required Qualifications & Skills

  • At least Bachelor's degree in Business Administration, Management, or a related field (required).
  • Strong understanding of contact center QA frameworks, KPIs, SLAs, and compliance standards.
  • Excellent analytical, reporting, communication, and stakeholder management skills.
  • Proven ability to coach, mentor, and lead QA teams in a fast-paced BPO environment.
  • Proficiency in MS Excel, reporting tools, and QA monitoring systems.

Experience

  • 3–5 years of experience in BPO / Contact Center Quality Assurance.
  • 1–2 years in a Senior QA, QA Team Lead, or Assistant Manager role.

Job Details

  • Job Type: Full-time
  • Work Location: On-site / In-person

Benefits

  • Provident Fund (PF)
  • Medical Insurance
  • Performance-based Bonus
  • Annual Increment
  • Paid Leaves (as per company policy)

How to Apply

Interested candidates may apply by sharing their updated CV at:

Job Type: Full-time

Pay: Rs150, Rs200,000.00 per month

Work Location: In person

Application Deadline: 27/12/2025

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