We are looking for an experienced QA Manager to join our team and lead quality assurance operations within a fast-paced telemarketing environment.
🔹 Position: QA Manager
🔹 Industry: Telemarketing / BPO
🔹 Location: Rawalpindi
🔹 Employment Type: Full-Time
🔹 Shift: Night Shift
Requirements:
• Proven experience as a QA Manager / QA Lead in a telemarketing or BPO environment
• Strong understanding of call monitoring, quality evaluation, and performance improvement
• Experience in developing and implementing QA processes, scorecards, and SOPs
• Strong reporting, analytical, and communication skills
• Ability to coach QA teams and collaborate with Operations and Training departments
• Final Expense call evaluation experience is highly preferred
• Knowledge of sales processes and compliance standards will be an advantage.
Key Responsibilities:
• Manage and oversee the QA team and daily quality operations
• Conduct and review call evaluations and ensure quality standards are maintained
• Identify performance gaps and coordinate improvement plans
• Develop QA reports, scorecards, and performance insights
• Work closely with Operations and Training teams to improve overall call quality
• Ensure compliance with company policies, client requirements, and campaign standards