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Supervisor, Quality Assurance

ibex Unverified

Islamabad , Pakistan

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Posted 6 days ago 64 views

We are looking for a proactive and detail-focused QA Supervisor to join our team. This role plays a crucial part in enhancing service quality by identifying opportunities for improvement at the agent level across key performance indicators, customer experience metrics, satisfaction scores, learning gaps, and process efficiencies. The QA Supervisor will assess a representative sample of customer interactions across various channels such as calls, emails, and chats to ensure adherence to client standards, operational accuracy, quality benchmarks, and effective handling. This position supports one or more client accounts within a portfolio-based environment.

Key Responsibilities

- Conduct thorough quality evaluations of customer interactions across all assigned communication channels.
- Perform call listening sessions with Customer Service Executives (CSEs) to assess performance and provide feedback.
- Deliver constructive and actionable feedback through detailed post-monitoring annotations.
- Lead team huddles focused on quality improvements and aligning performance goals.
- Conduct health checks on newly implemented processes and workflows to ensure smooth adoption.
- Monitor and manage team performance against metrics such as Net Promoter Score (NPS), Quality, Customer Satisfaction (CSAT), ICE, and other operational KPIs.
- Prepare analytical reports and dashboards for management review to track quality trends and performance.
- Identify root causes and trends in quality issues and recommend corrective actions for continuous improvement.
- Collaborate closely with Operations and Training teams to enhance overall customer experience and improve agent capabilities.

Reporting Responsibilities

- Generate weekly and monthly quality performance reports.
- Maintain feedback trackers and coaching logs to document agent development.
- Conduct effectiveness analysis following refresher trainings, calibration sessions, and spot checks.
- Produce trend analysis and process improvement reports to support strategic decision-making.

Required Qualifications

- Bachelor’s Degree from a recognized institution.
- Strong interpersonal and communication skills, with the ability to manage stakeholders effectively.
- Excellent command of English, both written and verbal.
- Proficient in MS Office applications, particularly Microsoft Excel.
- Strong analytical, problem-solving, and strategic thinking abilities.
- Minimum of 1 year of relevant experience in Quality Assurance or Contact Center Operations.

This role offers an excellent opportunity for professionals seeking to leverage their quality assurance expertise in a dynamic environment focused on continuous improvement and customer satisfaction. If you are detail-oriented, analytical, and passionate about driving service excellence, this position will allow you to make a significant impact.

Skills

customer-satisfaction-score testing-and-analysis coaching-mentoring adaptive-project-management-and-reporting reporting-and-disclosure training-and-development education-training training-certification maintenance-repair-and-operations-mro continuous-improvement-process-cip quality-assurance csat-score net-promoter ecology-environment environment-health-and-safety-hsse compliance process-improvement customer-satisfaction customer-experience-and-engagement performance-indicator

Job Details

Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
First Shift (Day)
Job Location:
Islamabad, Pakistan
Gender:
No Preference
Age:
18 - 65 Years
Minimum Education:
Bachelors
Career Level:
Mid-Level
Maximum Experience:
2 Years
Apply Before:
Oct 16, 2026
Posting Date:
Oct 10, 2026

ibex

· 11-50 employees - Islamabad
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