Quality Assurance Specialist

About the role

The Quality Assurance Specialist will join Cedar Financial’s Customer Experience team in Lahore, ensuring that all client communications meet the highest quality and regulatory standards. You will audit emails, phone calls and automated alerts, providing actionable feedback to improve service delivery.

Key responsibilities

• Review and audit customer emails for compliance with quality and regulatory standards.
• Listen to and evaluate customer interactions, scoring agents against established quality metrics.
• Monitor agent calls to ensure professional, polite, and compliant consumer interactions.
• Support the Main Line team during designated timeframes.
• Validate Sedric‑generated red‑alert data and RPA exception outputs, correcting failed automation files and handling sensitive alerts.
• Participate in quality improvement initiatives and collaborate with other departments to enhance the customer experience.
• Stay up‑to‑date with industry trends and best practices in quality assurance.

Required profile

• Bachelor’s degree in Business, Communications or a related field (preferred).
• Minimum 2 years of experience in quality assurance or call‑center auditing.
• Strong knowledge of QA principles, call‑monitoring tools and compliance standards.
• Excellent analytical, communication and coaching abilities.

Required skills

• Proficiency with QA software.
• Experience using reporting tools.
• Advanced skills in MS Office.
• Familiarity with call monitoring tools.