🚀 Dynamic Solutions is Hiring: QA Lead / QA Specialist (BPO - US Campaign)
📍 Location: Garden Town, Lahore (On-site)
🕒 Shift: Night Shift (US Hours)
💼 Employment Type: Full-time
Are you passionate about maintaining high-quality customer interactions and driving performance improvement? We're looking for an experienced QA Lead / QA Specialist to join our growing team and ensure excellence across our Sales and Customer Support operations.
Key Responsibilities
✔ Monitor and evaluate customer support and sales calls, chats, and emails.
✔ Conduct quality audits and provide constructive coaching and feedback to agents.
✔ Prepare quality scorecards, performance reports, and trend analysis.
✔ Identify performance gaps and recommend actionable improvement plans.
✔ Lead calibration sessions to maintain consistent quality standards.
✔ Ensure compliance with company SOPs, client requirements, and quality benchmarks.
✔ Collaborate with Operations and Training teams to enhance customer experience and agent performance.
Requirements
✅ 2–5 years of experience as a QA Specialist, Quality Analyst, or QA Lead in a BPO environment.
✅ Strong understanding of call monitoring, quality audits, calibration, and coaching.
✅ Experience with QA scorecards, KPI tracking, and reporting.
✅ Excellent analytical, communication, and feedback delivery skills.
✅ Proficiency in Microsoft Excel and Google Sheets.
✅ Experience with CRM and QA tools is an advantage.
✅ Exposure to US or international campaigns is preferred.
What We Offer
💰 Competitive salary package
🎯 Performance-based incentives
📈 Career growth and leadership opportunities
🤝 Supportive and collaborative work environment