QA Executive

We are looking for a committed Quality Assurance professional to join our team and uphold the highest standards of service delivery for both Voice and Digital Support agents. The successful candidate will be responsible for monitoring agent performance, conducting thorough evaluations, and driving continuous improvement through targeted training and coaching. This role demands a keen eye for detail, strong communication skills, and a proactive mindset toward quality management. The position is based in Lahore and requires in-person attendance.

Key Responsibilities

- Conduct monthly quality evaluations for Voice agents by reviewing their calls and for Digital Support agents through detailed assessments to ensure compliance with established quality standards and procedures.
- Perform Issue Resolution (IR) evaluations and spot checks across all agents to identify performance gaps and maintain adherence to quality benchmarks.
- Manage loop closure tickets related to negative user ratings (Bad Ratings/DSATs) by contacting users via calls and emails, addressing their concerns, and working to convert negative feedback into positive customer experiences.
- Deliver comprehensive training and onboarding for new agents, guiding them through processes, quality standards, and customer handling techniques to ensure smooth integration and consistent performance.
- Lead monthly quality sessions and weekly team huddles to review quality performance metrics, discuss recurring errors, communicate process updates, and explore opportunities for improvement.
- Facilitate daily brief huddles and coaching sessions aimed at addressing immediate quality issues, reinforcing process knowledge, and enhancing overall team effectiveness.

Required Qualifications

- Proven experience in Quality Assurance, preferably within voice and digital support environments.
- Strong analytical skills to evaluate agent performance and identify areas for improvement.
- Excellent communication and interpersonal skills to effectively train, coach, and engage with team members and customers.
- Ability to manage multiple responsibilities such as evaluations, training, and issue resolution simultaneously while maintaining high-quality standards.
- Willingness to work on-site in Lahore.

Preferred Qualifications and Benefits

- Experience in conducting quality sessions and team huddles to foster a culture of continuous improvement.
- Familiarity with handling customer dissatisfaction and implementing recovery strategies.
- Competitive monthly salary ranging from Rs50,000 to Rs60,000.

Candidates who meet the qualifications and are eager to contribute to a quality-driven team are encouraged to apply. During the recruitment process, applicants should be prepared to discuss their years of QA experience, current and expected salary, availability to join, and proximity to Lahore. This role requires physical presence at the designated work location.