Quality Assurance & Compliance Executive

We are looking for a committed Quality Assurance & Compliance Executive to join our team in Karachi on a full-time, on-site basis. This role requires working the night shift from 9 PM to 6 AM. The successful candidate will be responsible for monitoring and auditing various customer interactions and operational processes to ensure strict adherence to company standards and procedures. Key duties include auditing calls, text communications, customer onboarding, deliveries, refunds, chargebacks, and other customer-related transactions. The role also involves identifying issues and preparing detailed reports to support continuous improvement initiatives.

Key Responsibilities
- Conduct regular quality audits of calls, text messages, and other customer interactions to ensure compliance with company standards.
- Review customer onboarding procedures to verify adherence to required protocols.
- Audit delivery, refund, cancellation, and other customer-related transactions for accuracy and compliance.
- Prepare and maintain chargeback reports, identifying recurring issues and trends to mitigate risks.
- Detect compliance gaps, process violations, and areas requiring improvement.
- Maintain accurate audit records and generate daily, weekly, and monthly quality assurance reports.
- Communicate audit findings to relevant teams and follow up on corrective actions to ensure resolution.
- Monitor adherence to company policies, standard operating procedures (SOPs), and customer service standards.
- Identify recurring customer complaints or operational issues and escalate them to management for timely intervention.
- Support the development and enhancement of QA checklists, SOPs, and audit processes to improve overall quality.

Required Qualifications
- 1 to 3 years of experience in Quality Assurance, Compliance, Call Center QA, Operations, or a related field.
- Strong attention to detail with the ability to effectively identify errors and process gaps.
- Proficient English communication skills, including report writing and documentation.
- Experience auditing calls, chats, customer interactions, or transactions is preferred.
- Good understanding of refund, chargeback, customer onboarding, and delivery processes is advantageous.
- Strong analytical and reporting capabilities to interpret data and generate actionable insights.
- Proficiency in Excel, Google Sheets, and other reporting tools.
- Ability to work independently while maintaining confidentiality and professionalism.
- Willingness to work night shifts as per the designated schedule.

Preferred Qualifications and Benefits
The ideal candidate will be detail-oriented, analytical, and impartial when evaluating performance. Comfort with reviewing large volumes of interactions and transactions is essential. The candidate should be skilled at identifying discrepancies, documenting findings clearly, and effectively communicating issues to relevant teams. This position offers a competitive salary range of Rs60,000 to Rs100,000 per month and an excellent opportunity to advance a career in quality assurance and compliance within a dynamic operational environment.

Work Details
- Work Mode: On-site
- Location: Karachi
- Job Type: Full-time
- Shift Timings: 9 PM to 6 AM

This role is suited for professionals seeking to contribute to and grow within a quality-driven team focused on operational excellence and customer satisfaction.