Full TimeENAsia/Pacific
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:
Shift: EST
Location: NASTP, Cantt, Lahore.
