Call QA Specialist (On-site, Lahore)

About the role

We are looking for a detail‑oriented Call QA Specialist to join our Lahore office on a full‑time, on‑site basis. In this role you will evaluate inbound and outbound calls to ensure that our customer service standards are consistently met and to help drive continuous improvement across the team.

Key responsibilities

• Monitor and assess a sample of calls for compliance with company policies and service standards.
• Document findings and generate reports to support quality and productivity enhancements.
• Collaborate with team leaders to discuss call trends and identify areas for improvement.
• Provide constructive feedback and suggest training actions for agents.
• Develop and refine quality processes, procedures, and metrics in partnership with management.

Required profile

• 1–2 years of experience in Call QA or a similar quality assurance role.
• Excellent listening, analytical, written and verbal communication skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and problem‑solving orientation.

Required skills