Customer Support Quality Assurance Analyst

Reports To: Senior Operations Manager
Team: Customer Support
Location: Islamabad, Pakistan
About Swapp
Swapp is a fast‑growing car subscription startup based in Dubai, redefining how customers access vehicles with flexibility and exceptional service. We pride ourselves on operational excellence and delivering stellar customer support across all touchpoints.
Role Overview
We are seeking a meticulous QA Analyst to own quality assurance for all customer support interactions — across calls, chats, and emails. You will play a key role in maintaining high service standards, ensuring agent performance excellence, and supporting continuous improvement. You will monitor, evaluate, coach, and report on support quality in partnership with the Customer Support team leads and Senior Manager.
Key ResponsibilitiesQuality Assurance & Evaluation
Analyze customer support interactions (calls, chats, emails) to assess quality and adherence to standards.
Sample ~10% of overall in...