QA Executive – BPO ( US Project ) job in Lahore

Full time On-site @Abacus Consulting in Administration , in Consultants , in Information Technology
  • Abacus House, 4 Noon Avenue, Main Canal, Lahore, 54000
  • Post Date : May 1, 2023
  • Apply Before : July 15, 2023
  • Salary: PKRs70,000.00 - PKRs100,000.00 / Monthly
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Job Detail

  • Job ID 12801
  • Experience 1 Year
  • Gender MaleFemaleTransgender
  • Industry Information Technology
  • Qualifications Bachelor’s Degree

Job Description


  • Monitor customer service performance at the agent and project level
  • Identify training needs and organize training to meet quality standards
  • Drive calibration sessions with internal or external with client
  • Help agents improve their performance with specific instructions and constant support
  • Design Training Programs that relate & contribute towards strategic goals
  • Ensure day to day Quality operations are managed effectively & efficiently
  • Continuously come up with plans to improve Quality across project
  • Conduct audits as per defined guidelines and sampling for transaction monitoring
  • Create and publish regular reports with management and clients (daily, weekly, monthly)
  • Review current standards and policies, drive process improvement initiatives
  • Identify gaps and conduct feedback and refresher sessions with agents to improve quality of calls
  • To conduct quality induction for new hire batch
  • Provide employees with training and coaching to help them improve their calls handling skills
  • Track the performance of employees to identify trends and make sure they meet performance goals
  • Keep records of quality reports, statistical reviews, and relevant documentation
  • Analyze the data gathered, plan accordingly to improve quality & Customer experience

Education and Experience:

  • Fluent with English Communication and confident personality,
  • Flexible with timings and work routine (5 Days a week).
  • Minimum Graduate (Preferably in Business Administration) with 2-3 years of experience in Quality Assurance in BPO Industry/ Contact centre or some other IT Industry with minimum of 1-2 years in lead position.
  • Salary Range (70k-100k with other benefits)


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