1. Oversee and guide the evaluation of customer interactions on diverse platforms, including Emails, Chats, and Calls.
2. Collaborate with QA Executives to define audit criteria and processes for different communication channels.
3. Understand, Review and Analyze Chargeback and Refunds for internal and external factors.
4. Review & evaluate all sales orders as per Sales Verification SOP
5. Thoroughly verify order details including client information, project scope, timelines, pricing etc. against policy
6. Identify any discrepancies, red flags or concerns based on set verification criteria
7. Set quality benchmarks and standards for interactions and inspire QA Executives to meet these standards.
8. Lead efforts to identify and resolve anomalies, deviations, and areas for improvement in customer interactions.
9. Develop and drive strategies for continuous process improvement based on evaluation insights.
10. Oversee the development and delivery of training programs to enhance the skills and knowledge of customer-facing teams.
11. Provide guidance on compliance requirements and ensure that policies and procedures are followed.
12. Review and ensure the accuracy and completeness of evaluation documentation.
13. Make Chargeback or Refund Forecasting based on the evaluations and highlight those customers in real-time to the QA Lead.
14. Bring Innovation in quality assurance methodologies and strategies to adapt to evolving communication platforms.
15. Collaborate with cross-functional teams to implement improvements identified through evaluations or suggest improvement if needed.
Requirements:
1. 1-2 years in service or design industry as QA Executive or Analyst.
2. Deeper Understanding of the root cause analysis.
3. Multitasker and have ability to work under fast pace environment
Shift: Evening shift (5PM - 2AM)
Job: Full Time - Onsite
Location: PECHS Block 6, Karachi
Job Type: Full-time
Pay: Rs70,000.00 - Rs80,000.00 per month
Ability to commute/relocate:
- Karachi: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- How many years of experience as a QAE in IT/BPO Industry?
- are you available to work in evening or night shift?
- can you start on immediate basis?
- what is your current salary?
- what is your expected salary?
Application Deadline: 12/06/2025