Quality Assurance Officer

2 weeks ago

Rawalpindi, Punjab, Pakistan Jinglecred Digital Finance Limited Full time 360,000 - 540,000 per year

Job Summary:

The Call Center Quality Assurance (QA) Officer is responsible for monitoring and evaluating the performance of call center agents to ensure service quality, customer satisfaction, and adherence to company standards. This role involves conducting regular spot checks, reviewing recorded and live calls, and providing actionable feedback to improve agent performance. The QA Officer plays a critical role in maintaining high-quality customer service and supporting the training and development of the call center team.

Key Responsibilities:

  • Monitor inbound and outbound calls to assess agent performance, communication skills, and adherence to scripts and protocols.
  • Conduct random and scheduled spot checks of live and recorded calls.
  • Evaluate calls using quality monitoring tools and scorecards.
  • Provide detailed, constructive feedback to agents based on evaluations.
  • Identify coaching and training needs by analyzing performance trends and quality gaps.
  • Prepare and present daily, weekly, and monthly quality reports to management.
  • Ensure compliance with company policies, customer service standards, and regulatory requirements.
  • Collaborate with team leaders, trainers, and managers to enhance overall call center performance.
  • Participate in calibration sessions to align quality standards across QA teams.
  • Analyze customer complaints and feedback to identify process or behavior improvements.
  • Support QA efforts during special campaigns, audits, or high-volume periods.

Requirements:

  • Bachelor's degree in Business Administration, Communications, or a related field (preferred).
  • 1–2 years of experience in a quality assurance or customer service role within a call center environment.
  • Excellent listening and analytical skills.
  • Strong verbal and written communication skills in English (additional languages are a plus).
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint).
  • Ability to handle sensitive feedback professionally and maintain confidentiality.
  • Strong attention to detail and organizational skills.

Preferred Qualifications:

  • Familiarity with call center tools, CRM systems, and call recording software.
  • Knowledge of quality management systems (e.g., ISO standards).
  • Experience working in regulated industries e.g., banking

Job Type: Full-time

Pay: Up to Rs45,000.00 per month

Education:

  • Bachelor's (Preferred)

Experience:

  • Call Centre Quality Assurance: 1 year (Required)

Language:

  • English (Preferred)

Work Location: In person

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