Posted 6 days ago 35 views
Dafttar Tech Pvt Ltd is a technology-driven organization committed to empowering businesses and fostering sustainable growth through innovative solutions and efficient service delivery. Specializing in the BPO and related sectors, the company focuses on optimizing processes and enhancing performance to improve operational quality, customer experience, and overall business outcomes. The work environment at Dafttar Tech values innovation, accountability, and continuous improvement, offering professionals opportunities to develop their skills and make meaningful contributions to client success.
The Quality Assurance Analyst – BPO role is a full-time, on-site position based in Karachi. The primary responsibility is to monitor and evaluate customer interactions, processes, and deliverables to ensure compliance with established quality standards and client requirements. Daily activities include reviewing voice calls, chat interactions, tickets, and workflows, creating and executing test cases, documenting findings, and providing actionable feedback to operations teams. The analyst will work closely with team leads to identify process gaps, recommend improvements, and support training initiatives aimed at enhancing service quality. Additionally, the role involves preparing detailed quality reports, tracking performance trends, and contributing to the development and refinement of QA frameworks and best practices.
Key Responsibilities:
- Monitor and evaluate voice calls and chat interactions using QA scorecards.
- Assess agents’ communication skills, customer handling, adherence to processes, and compliance with Standard Operating Procedures (SOPs).
- Identify quality gaps, recurring errors, and opportunities for performance improvement.
- Detect suspicious activities, potential fraud, data misuse, and manipulation of records.
- Review call recordings, chat transcripts, and CRM entries to identify discrepancies.
- Document audit findings and escalate suspected fraud or critical violations to management.
- Provide constructive feedback to agents and coordinate with Operations for corrective actions.
- Prepare QA reports, track quality Key Performance Indicators (KPIs), and recommend process improvements.
- Participate in calibration sessions and support continuous quality improvement initiatives.
Required Qualifications:
- Proven experience in quality assurance within a BPO or call center environment.
- Strong analytical skills with the ability to assess communication and process adherence effectively.
- Familiarity with QA scorecards, audit procedures, and performance tracking.
- Ability to detect and report fraudulent activities and data inconsistencies.
- Excellent documentation and reporting skills.
- Effective communication skills to provide clear feedback and collaborate with cross-functional teams.
- Detail-oriented with a commitment to maintaining high-quality standards.
Preferred Qualifications and Benefits:
While specific benefits are not detailed, Dafttar Tech fosters a culture of continuous improvement and professional development, providing an environment where employees can grow their expertise and contribute to client success. Candidates with prior experience in fraud detection or compliance monitoring will find their skills particularly valuable in this role.
This position offers the opportunity to work in a dynamic, innovation-driven company that prioritizes accountability and quality in service delivery. The role is ideal for professionals seeking to advance their careers in quality assurance within the BPO sector.
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*Note: Interested candidates are encouraged to apply through official company channels.*
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