Operations Quality Assurance

Job Title: Operations Quality Assurance

Location: DHA Phase 2, Islamabad

Timings: 1:00 PM – 10:00 PM (Monday to Friday)

Department: Quality Assurance

Job Overview:

We are looking for a dedicated and detail-oriented Operations Quality Assurance to oversee and maintain the quality standards of our customer support operations. The ideal candidate will be responsible for monitoring calls, evaluating overall team performance, providing feedback, training new resources, and ensuring compliance with company policies. This role requires strong communication skills, analytical thinking, and the ability to work closely with both management and frontline teams to drive continuous improvement.

Key Responsibilities:

Monitor and evaluate inbound/outbound calls to ensure quality, compliance, and adherence to company standards.

Conduct mock call tests for new hires to assess readiness before live operations.

Train and coach new resource...