Manager Quality Assurance

Manager Quality Assurance job is available in Islamabad for a leading BPO Consultancy. An ideal candidate must have a Bachelor’s degree in Business, Commerce, or a related field, along with a minimum of 1 year of experience in a QA role or in the BPO industry.

Manager Quality Assurance job role is to oversee and ensure the implementation of quality standards across all campaigns by managing audits, maintaining compliance, guiding QA teams, and collaborating with other departments to enhance overall service delivery.

Job Responsibilities:

• Manage and track Audit Completion Per Campaign to ensure target percentages are consistently achieved.
• Ensure Compliance and Audit Accuracy standards are met through robust review mechanisms and process audits.
• Implement corrective and preventive actions (CAPA) for non-compliance and ensure root cause analysis is conducted for repeated issues.
• Supervise QA analysts and auditors, setting performance targets aligned with KPIs.
• Ensure Reverts/Client Billing and responses to client queries are sent within 24 hours of receipt.
• Review and approve quality write-ups and documentation prior to submission.
• Work closely with the Operations, Training, and Client Services teams to improve QA frameworks.
• Provide regular feedback and insights to improve campaign quality and customer satisfaction
• Ensure the provision of accurate monthly TNA (Training Needs Analysis) reports to Human Resources, including QA scores and identified improvement areas for associates who have completed 60 days of probation, to support targeted development in collaboration with Operations.
• Audit accurate records of escalations, feedback, and QMS (Quality Management System) evaluations.
• Develop and oversee regular training programs on:

1. Guidelines and Standard Operating Procedures (SOPs)
2. Quality Management System (QMS)
3. QA Marking criteria
4. Website reviews and data platforms
5. MS Excel and structured write-ups

• Implement a feedback-based coaching loop by ensuring Customer Sales Associates (CSAs) are trained and upskilled based on QA observations, audit findings, and recurring quality issues.
• Coordinate with Operations and Training teams to align QA training with evolving client expectations and campaign requirements.
• Maintain training records, conduct periodic refreshers, and evaluate training effectiveness through pre/post-assessments and performance metrics.

Skills:

• Strong analytical and observation skills
• Excellent written and verbal communication
• Working knowledge of audit tools and QMS systems (preferred)
• Ability to handle sensitive information with confidentiality
• Proficiency in MS Office Suite (Excel, Word, Outlook)

Apply at info@hasnain.biz

Kindly mention the job title Manager Quality Assurance in the email

Last date to apply is 10th July 2025