Call center Compliance

Job Summary
ABS International is looking for a committed Quality & Compliance Auditor to join our team at the Gulshan-e-Iqbal, Karachi office. This full-time position operates on the evening shift, from Monday to Saturday, 5:00 PM to 2:00 AM PKT. The role is essential in upholding stringent regulatory compliance and quality assurance standards within our call center operations. The successful candidate will ensure that our agents consistently adhere to both local and international compliance requirements, thereby supporting the delivery of exceptional BPO services.

Key Responsibilities
The Quality & Compliance Auditor will be responsible for reviewing and assessing over 100 calls weekly to verify compliance with established quality standards. Monitoring agent performance against regulatory policies and internal guidelines is a critical part of this role. The auditor will document findings meticulously and provide constructive feedback to both agents and management teams. Collaboration with team leads is necessary to develop and implement corrective actions when deviations occur. Additionally, maintaining detailed audit trails and compliance documentation is vital for reporting and ongoing review processes.

Required Qualifications
Candidates should have between 1 to 2 years of experience in call auditing or compliance within BPO environments. Proficiency with call monitoring and quality assurance platforms such as NiceCXone, Calabrio, or similar tools is required. A strong understanding of local and international BPO compliance standards is essential. The role demands excellent analytical skills and a keen eye for detail. Fluency in spoken and written English is mandatory to effectively communicate audit findings and compliance requirements.

Preferred Qualifications and Benefits
ABS International offers a competitive salary package that includes an evening shift allowance. There are clear career progression paths available within compliance and quality management, providing opportunities for professional growth. Employees will have access to structured training and development programs designed to enhance their skills and deepen their knowledge in regulatory compliance and quality assurance.

This position is ideal for professionals passionate about maintaining regulatory excellence and quality standards in the BPO sector. Candidates interested in this role should submit their resumes highlighting relevant experience in call center compliance and auditing. Please note that this is an on-site position, requiring presence during the evening shift to effectively manage and uphold compliance standards.

Joining ABS International means becoming part of a team dedicated to operational excellence and continuous improvement in the BPO industry. If you are detail-oriented, analytical, and committed to quality, we encourage you to apply and contribute to our mission of delivering outstanding service while maintaining the highest compliance standards.