Experienced Quality Control & Assurance Executive – BPO

We are seeking a Quality Control & Assurance Executive with relevant BPO experience to join our team in Karachi. The ideal candidate will be responsible for monitoring and evaluating customer interactions across calls and chats, identifying quality gaps, and ensuring strict adherence to established quality standards and processes. This role requires a detail-oriented professional who can maintain accuracy in reporting and collaborate effectively with various teams to enhance overall service quality.

Key Responsibilities

- Conduct regular quality evaluations of customer interactions, including calls and chats, to ensure compliance with quality standards.
- Assess interactions against defined quality assurance parameters, standard operating procedures (SOPs), and specific client requirements.
- Identify quality gaps, process deviations, communication issues, and areas needing improvement.
- Maintain accurate and timely quality evaluation reports and records.
- Provide constructive feedback to team members based on evaluation findings to support continuous improvement.
- Collaborate with Team Leads, Operations, and other relevant departments to address recurring quality issues.
- Monitor trends and identify common errors or gaps that impact customer experience and operational performance.
- Support the development and implementation of corrective and preventive actions to enhance service quality.
- Participate in calibration sessions to ensure consistency and accuracy in quality evaluations across the team.
- Escalate critical quality issues and recurring non-compliance to management for timely resolution.
- Assist in the preparation of daily, weekly, and monthly quality reports and performance analyses.
- Ensure confidentiality and proper handling of customer and company information at all times.
- Perform additional quality-related tasks as assigned by management.

Required Qualifications

- Minimum intermediate qualification; a Bachelor’s degree is advantageous.
- At least 6 months of relevant experience in BPO Quality Assurance or Quality Control.
- Hands-on experience in call and/or chat evaluation is essential.
- Strong understanding of BPO quality standards, SOPs, and customer service processes.
- Excellent observation and analytical skills to objectively assess performance.
- Good written and verbal communication skills for effective feedback and reporting.
- Ability to identify errors, evaluate performance fairly, and provide constructive feedback.
- Proficiency in MS Excel and basic reporting tools is preferred.
- Capability to work independently while coordinating efficiently with operations teams.

Preferred Qualifications and Benefits

Candidates with experience in BPO environments, customer service, international campaigns, call monitoring, chat evaluation, or customer experience quality assurance will be preferred. This full-time position is based in Karachi and offers an opportunity to work in a dynamic environment focused on quality improvement and operational excellence.

If you are passionate about maintaining high-quality standards and enjoy working in a collaborative team setting, we encourage you to apply for this role.