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Quality Assurance Specialist

2 weeks ago

Islamabad, Islamabad, Pakistan EaseFix Full time 900,000 - 1,200,000 per year

Job Title: Quality Assurance Specialist - Call Center

Location: DHA Phase 2, Islamabad

Timings: 12:00 PM – 9:00 PM (Monday to Friday)

Department: Quality Assurance

Job Overview:

We are looking for a dedicated and detail-oriented QA - Call Center to oversee and maintain the quality standards of our customer support operations. The ideal candidate will be responsible for monitoring calls, evaluating overall team performance, providing feedback, training new resources, and ensuring compliance with company policies. This role requires strong communication skills, analytical thinking, and the ability to work closely with both management and frontline teams to drive continuous improvement.

Key Responsibilities:

  • Monitor and evaluate inbound/outbound calls to ensure quality, compliance, and adherence to company standards.

  • Conduct mock call tests for new hires to assess readiness before live operations.

  • Train and coach new resources on call handling, communication etiquette, and company processes.

  • Prepare and maintain a weekly schedule for all team members.

  • Monitor the overall performance of every team in operations and highlight areas of improvement.

  • Identify skill gaps and recommend targeted training sessions to improve performance.

  • Provide constructive feedback and share regular QA reports with management.

  • Collaborate with team leads and HR to ensure consistent quality across all shifts.

  • Check hourly status updates and ensure daily stand-ups are conducted

  • Support management in implementing strategies for continuous improvement in customer satisfaction.

Requirements:

  • 3 to 4 years of experience as a QA Specialist/QA Analyst/Trainer in a BPO or call center environment.

  • Strong knowledge of call monitoring, quality standards, and customer service best practices.

  • Proven ability to evaluate and track team performance across operations.

  • Excellent communication and interpersonal skills.

  • Ability to prepare schedules and manage team performance effectively.

  • Strong problem-solving and coaching abilities.

  • Ability to work under pressure and manage multiple tasks effectively.

Perks & Benefits:

  • Competitive salary package.

  • Growth opportunities in a professional work environment.

  • Training and development opportunities.