Quality Assurance Analyst – BPO

About the role

Dafttar Tech is hiring a full-time, on-site Quality Assurance Analyst for its BPO unit in Karachi. The role monitors and evaluates customer interactions, processes and deliverables so they meet quality standards and client requirements. It works closely with team leads to find process gaps, recommend improvements and support training.

Key responsibilities

• Monitor and evaluate voice calls and chat interactions using QA scorecards
• Assess agents' communication, customer handling, process adherence and compliance with SOPs
• Identify quality gaps, recurring errors and opportunities for improvement
• Detect suspicious activity, potential fraud, data misuse and record manipulation
• Review call recordings, chat transcripts and CRM entries to spot discrepancies
• Document audit findings and escalate suspected fraud or critical violations to management
• Give constructive feedback to agents and coordinate with Operations on corrective actions
• Prepare QA reports, track quality KPIs and recommend process improvements
• Take part in calibration sessions and help refine QA frameworks and best practices

Candidates interested in the role can send their CV by email to the company's careers contact.