Quality Assurance Analyst

Position Overview

The QA Specialist will support overall quality performance by conducting evaluations, ensuring compliance, and driving continuous improvement across the Voice Accounts team.

Key Responsibilities

Quality Monitoring & Compliance

• Conduct call/cases monitoring, evaluations, and quality audits to ensure agents meet internal quality standards.

• Ensure strict adherence to compliance requirements, including data privacy and security (HIPAA, GDPR).

• Maintain accurate records of evaluations, findings, and follow‑up actions.

Performance Insights & Reporting

• Review EOD reports, client feedback, and evaluation data to identify trends and improvement areas.

• Prepare and share quality insights with supervisors and internal/Client leadership.

• Provide recommendations to enhance customer experience and operational effectiveness.

Internal Collaboration & Client Support

• Partner with supervisors, trainers, and support teams to improve processes and resolve quality gaps.

• Join client meetings when needed to discuss quality performance and action plans.

• Serve as a quality representative to ensure alignment with client expectations.

Process Improvement & Ownership

• Identify opportunities for continuous improvement in call/Cases handling, processes, and quality frameworks.

• Support updates to scorecards, SOPs, and evaluation tools.

• Encourage a culture of accountability, high performance, and teamwork.

Required Qualifications

• Strong understanding of quality standards, call handling processes, and KPIs.

• Excellent communication and feedback‑giving skills.

• Strong attention to detail and problem‑solving ability.

• Proficiency with Microsoft Office (Excel, Word, PowerPoint).

• Familiarity with QA tools or performance monitoring platforms.

Preferred Qualifications

• Previous exposure to QA activities or auditing within the team.

• Experience coaching agents or supporting performance improvement initiatives.

• Knowledge of compliance frameworks (HIPAA, GDPR).

What we offer:

• Market-competitive salary

• Career growth opportunities

• Learning & development programs

• On-the-job training

• Medical Coverage (IPD)

• Life Insurance

• Paid Leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)

• Provident Fund

• Employee Old Age Benefits (EOBI)

• Employee engagement & wellness initiatives
  
  

Shift: EST

Location: NASTP, Cantt, Lahore.