Quality Assurance Executive – Call Center

About the role

As a Quality Assurance Executive at PakWheels.com, you will ensure that every customer interaction meets the company’s high standards of service excellence. Working closely with the Customer Support team, you will analyse recorded calls, provide actionable feedback, and drive continuous improvement in a fast‑paced environment.

Key responsibilities

• Monitor and evaluate recorded calls for script adherence, product knowledge, and customer satisfaction.
• Provide constructive feedback to agents, highlighting strengths and improvement areas.
• Develop and maintain quality standards, guidelines, and audit processes for the call centre.
• Conduct regular performance audits to identify trends and development needs.
• Analyse key metrics such as average handle time, first‑call resolution, and satisfaction scores.
• Design and deliver targeted training and coaching sessions for agents.
• Collaborate with management to implement strategies that enhance overall call centre quality.

Required profile

• Bachelor’s degree in a relevant field.
• Proven experience in a call centre quality assurance role (preferred).
• Certification in customer service or quality assurance (a plus).
• Strong listening and analytical abilities.
• Effective communication and coaching skills.
• Solid understanding of call centre best practices.

Required skills

What we offer

• A dynamic, innovative workplace that values collaboration and growth.
• Opportunity to contribute to a leading automotive platform in Pakistan.
• Creative and forward‑thinking team environment.