Quality Assurance Specialist

Dafttar Tech Pvt Ltd is a technology-driven company committed to empowering businesses and fostering sustainable growth through innovative solutions. The organization develops tools and platforms designed to streamline operations and enhance efficiency. Working closely with clients, the team ensures that products are reliable, high-quality, and tailored to meet specific business needs. This full-time, on-site Quality Assurance Specialist position is based in Karachi and offers an opportunity to contribute to meaningful projects that support business scalability and long-term success.

Key Responsibilities

- Monitor and evaluate customer interactions across calls and chats to ensure compliance with established quality standards.
- Conduct quality audits and provide constructive feedback to agents to enhance their performance.
- Identify performance gaps, recurring errors, and areas that require improvement.
- Prepare detailed QA reports, maintain evaluation records, and track key quality metrics.
- Collaborate with team leaders and managers to drive improvements in agent performance.
- Support calibration sessions, coaching initiatives, and continuous process improvement efforts.
- Ensure strict adherence to company policies, client requirements, and communication standards.

Required Qualifications

- Prior experience in the BPO industry is mandatory.
- Proven expertise in call and chat quality monitoring, evaluation, and auditing.
- Strong understanding of QA scorecards, quality metrics, and performance evaluation methodologies.
- Excellent analytical skills with a keen attention to detail.
- Effective communication, reporting, and feedback skills to interact with various stakeholders.
- Ability to identify root causes of issues and recommend actionable improvements.
- Familiarity with QA tools and reporting systems is advantageous.

This role demands a detail-oriented professional who thrives in a collaborative environment and is passionate about maintaining high-quality standards. The Quality Assurance Specialist will play a pivotal role in ensuring that Dafttar Tech’s products and services consistently meet both company and regulatory requirements, contributing to the company’s reputation for excellence.