QA & Compliance Manager

MARS BPO is seeking a dedicated QA & Compliance Manager to oversee and maintain high-quality standards within our call center operations located in Gulberg Greens, Islamabad. This full-time position operates on a night shift schedule from 6:45 PM to 3:00 AM. The role focuses exclusively on call quality assurance, ensuring that all calls meet compliance and regulatory standards. The successful candidate will be responsible for reviewing recorded calls, tracking compliance metrics, conducting audits, and providing actionable feedback to enhance team performance.

Key Responsibilities
- Monitor call quality and ensure adherence to compliance standards
- Review and analyze recorded calls to identify areas for improvement
- Track compliance metrics and Service Level Agreement (SLA) adherence
- Conduct regular quality audits and prepare detailed reports
- Provide constructive feedback and coaching to call center teams
- Identify training gaps and recommend appropriate solutions
- Maintain and update compliance documentation
- Escalate any violations or non-compliance issues to management promptly
- Ensure all operations comply with relevant regulatory requirements
- Generate daily and weekly compliance reports for management review

Required Qualifications
- Minimum of 2-3 years’ experience in BPO QA or Compliance roles (mandatory)
- Strong attention to detail with excellent analytical skills
- Proficient in quality management tools and methodologies
- Excellent English communication skills, both verbal and written
- Availability to work night shifts as per the schedule
- Bachelor’s degree is preferred but not mandatory

Preferred Qualifications and Benefits
- Experience or knowledge of Medicare campaign compliance is an advantage
- Competitive salary ranging from PKR 100,000 to 150,000, based on experience
- Night shift allowances and performance-based bonuses
- Opportunities for career growth and professional development
- Supportive and professional work environment
- Health benefits and paid leave entitlements

Please note, this position is strictly focused on call center QA and compliance. Candidates with a background solely in software QA or SQA engineering without BPO call quality experience may not be suitable for this role. The work location requires in-person attendance.

If you meet the qualifications and are interested in contributing to a dynamic BPO environment, consider applying for this role to join MARS BPO’s team of professionals dedicated to quality and compliance excellence.