Quality Assurance Specialist – Customer Service

About the role

The Quality Assurance Specialist will ensure service excellence by monitoring, evaluating, and improving the quality of customer interactions across BPO operations. Working closely with the QA Manager, the role drives quality standards, compliance, and agent performance through data‑driven insights and coaching.

Key responsibilities

• Monitor and evaluate calls, chats, emails, and tickets against defined quality standards and client SLAs.
• Ensure adherence to internal processes, regulatory requirements, and client compliance guidelines.
• Identify gaps in performance, recommend corrective actions, and support continuous improvement.
• Guide and mentor QA Analysts to maintain consistent evaluation standards.
• Conduct calibration sessions with QA, Operations, and Training teams.
• Provide structured feedback and coaching plans to improve agent performance.
• Prepare and share daily, weekly, and monthly quality performance reports.
• Analyze trends, root causes, and quality metrics to drive improvement initiatives.
• Present insights and action plans to management and stakeholders.
• Assist in client audits, quality reviews, and business reviews.
• Address quality‑related escalations in collaboration with operations teams.

Required profile

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• 3–5 years of experience in BPO/Contact Center Quality Assurance.
• 1–2 years in a senior QA, Team Lead, or Assistant Manager role.
• Full‑time availability and onsite work in Islamabad.

Required skills