Call Center QA Manager

5 days ago

Rawalpindi, Punjab, Pakistan AKY Services Pvt. Ltd Full time 360,000 - 540,000 per year

Join Leads Expert BPO as a QA Manager – Call Center (Night Shift)

Location: Rawalpindi / Islamabad

Schedule: Monday – Friday (Night Shift)

Salary: Market Competitive

About the Role

At Leads Expert BPO, quality isn't just what we measure — it's what we stand for. We're looking for a sharp, analytical, and proactive Quality Assurance (QA) Manager to join our leadership team. In this role, you'll monitor live and recorded calls, evaluate agent performance, and ensure that every interaction aligns with our standards of excellence, professionalism, and compliance. If you're passionate about driving improvement, elevating customer experience, and building a culture of quality — this role is made for you.

Key Responsibilities

  • Monitor calls (live and recorded) to assess quality, compliance, and professionalism.
  • Ensure adherence to scripts, policies, and performance benchmarks.
  • Provide actionable feedback and coaching to agents and team leads.
  • Identify recurring issues and collaborate with trainers to close performance gaps.
  • Document violations, quality trends, and training needs.
  • Prepare and present detailed quality reports for management.
  • Recommend process improvements to enhance efficiency and customer satisfaction.

Requirements

  • Bachelor's degree (preferred) or equivalent professional experience.
  • Proven experience as a QA Executive, QA Analyst, or similar in a BPO or call center.
  • Strong command of English (listening, comprehension, and communication).
  • Excellent analytical and attention-to-detail skills.
  • Ability to deliver constructive feedback and motivate teams toward excellence.
  • Solid understanding of call center KPIs, compliance rules, and quality frameworks.

What We Offer

  • Market-competitive salary package.
  • Leadership and career growth opportunities.
  • Supportive, collaborative, and professional environment.
  • The chance to shape quality standards and drive customer satisfaction at scale.

How to Apply

HR Contact:

At Leads Expert BPO, we believe quality is the heartbeat of success. Join us as a QA Manager and help us raise the bar for customer experience—one call at a time.

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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