Quality Assurance Officer (Sales Department)

Gulf Star Services is seeking a detail-oriented and responsible Quality Assurance Officer to join their team in Karachi. This full-time, on-site role involves monitoring and maintaining the quality, accuracy, and consistency of operational and customer service processes. The successful candidate will ensure compliance with company SOPs by reviewing staff performance, client files, documentation, CRM usage, and service workflows. The position requires working Monday through Saturday from 9:45 AM to 6:30 PM, offering a competitive salary along with allowances.

Key Responsibilities

- Review client files, documentation, and application records for accuracy and completeness.
- Monitor staff interactions with customer inquiries, follow-ups, and service procedures.
- Manage and oversee CRM operations to ensure proper system usage, accurate customer and lead data, timely follow-ups, and updated records.
- Provide daily CRM support to staff, including guidance on system use, resolving basic CRM issues, and assisting with lead, customer, and follow-up management.
- Identify CRM-related errors, missing information, duplicate records, or process gaps and coordinate corrections with relevant teams.
- Monitor CRM activity and reporting to ensure staff update leads, customer statuses, follow-ups, and sales progress appropriately.
- Conduct regular quality checks to identify errors, gaps, or process issues.
- Ensure adherence to company SOPs and internal procedures.
- Maintain QA checklists, reports, and records of identified issues.
- Provide feedback to departments and recommend corrective actions to improve quality.
- Collaborate with HR, Sales, Visa Processing, and Operations teams to enhance service quality.
- Track recurring errors and assist in implementing preventive measures.
- Maintain confidentiality of client and company information at all times.

Required Qualifications

- Bachelor’s degree preferred; relevant experience will also be considered.
- Previous experience in Quality Assurance, Quality Control, Operations, Customer Service, CRM Management, Visa Processing, or related roles is advantageous.
- Hands-on experience with CRM systems and maintaining customer and lead databases.
- Strong attention to detail and analytical skills.
- Effective communication and reporting abilities.
- Proficiency in MS Office applications, especially Excel and Word.
- Ability to identify errors and ensure follow-up on corrective actions.
- Excellent organizational, problem-solving, and time-management skills.
- Demonstrated responsibility, discipline, and commitment to confidentiality.

Preferred Qualifications and Benefits

Experience in the travel, visa consultancy, or service industry will be considered a plus. Gulf Star Services offers a competitive salary package ranging from Rs50,000 to Rs60,000 per month, along with a professional and supportive work environment. Employees benefit from career growth opportunities and the chance to work with an established organization committed to quality and service excellence.

This role requires the candidate to work on-site in Karachi, contributing directly to the company’s operational standards and customer satisfaction goals.