QA Executive (Telecom)

The Quality Assurance Executive position is based in Abdalian Society, Johar Town, Lahore, and requires on-site presence. The ideal candidate will have a minimum of one year of relevant experience in quality assurance, preferably within a call center environment, specifically in the telecom industry or BPO sector. This role focuses on monitoring and evaluating customer interactions to ensure high-quality service delivery and compliance with company and client standards.

Key Responsibilities:
- Monitor and evaluate both recorded and live customer calls to ensure adherence to established quality standards.
- Assess agent performance by reviewing communication skills, call handling techniques, and compliance with scripts and standard operating procedures (SOPs).
- Provide clear, constructive feedback and coaching to agents aimed at improving their performance.
- Ensure strict compliance with company policies and client requirements at all times.
- Identify call trends, recurring issues, and areas where improvements can be made.
- Maintain accurate QA scorecards, evaluation reports, and all relevant documentation.
- Participate in calibration sessions to ensure consistency and fairness in scoring.
- Collaborate closely with team leads to enhance overall call quality and improve the customer experience.
- Highlight critical errors and recommend appropriate corrective actions.
- Identify and report quality issues, compliance violations, inaccurate commitments, process deviations, and concerns related to customer handling.
- Maintain confidentiality of customer, employee, and company information, upholding the highest standards of integrity.

Required Qualifications:
- Minimum of 1 year of experience in a Quality Assurance Executive role, preferably within a call center or BPO environment related to the telecom industry.
- Strong understanding of call center operations, quality assurance processes, and performance evaluation techniques.
- Excellent communication skills, both verbal and written, with the ability to provide constructive feedback.
- Ability to analyze call data and identify trends or issues effectively.
- Attention to detail and strong organizational skills to maintain accurate documentation.
- Commitment to maintaining confidentiality and professionalism in all aspects of work.

Work Schedule and Expectations:
- The position requires working five days a week with a 9-hour shift that includes a one-hour break.
- The candidate must complete all assigned call evaluations and verification targets within the shift, with no backlog allowed.
- Punctuality, timely reporting, and strict adherence to the assigned schedule are mandatory.
- The role demands maintaining the highest level of integrity, confidentiality, and professionalism at all times.

Compensation and Work Location:
- The monthly salary for this position is Rs. 100,000.
- The work location is strictly on-site at Abdalian Society, Johar Town, Lahore.

This role offers an excellent opportunity for candidates looking to advance their career in quality assurance within the telecom or BPO sectors, emphasizing quality monitoring, agent coaching, and process compliance.