QA Analyst — VoC & Complaint Insight Specialist

ibex; Lahore; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

ibex in Lahore, Pakistan is seeking a QA Specialist to strengthen our quality assurance in customer experience and compliance. You will triage feedback from Trustpilot, BBB, CFPB and more, and partner with cross-functional teams to drive improvements.

You will investigate complex complaints, draft objective summaries, and own monthly VoC reporting. Proficiency with Excel/Sheets and Asana is preferred; comfortable working with US Central Time hours.

Qualifications

• 3+ years in QA, compliance, or complaint resolution.
• Experience in US consumer finance or fintech a plus.
• Strong written communication and ability to write objective case reviews.

Responsibilities

• Monitor, triage, and aggregate customer feedback from multiple sources.
• Investigate complex complaints using files, calls, and transcripts to uncover root causes.
• Draft objective case summaries for executive escalations and responses.
• Own monthly VoC thematic reporting and identify trends and improvements.
• Translate findings into structured improvement projects in Asana with cross-functional teams.
• Monitor calls and score agents against our QA framework.

Skills

QA Experience

Compliance Knowledge

Data Reporting

Customer Experience

Tools

Excel

Google Sheets

Asana

Job description

ibex in Lahore, Pakistan is seeking a QA Specialist to strengthen our quality assurance in customer experience and compliance. You will triage feedback from Trustpilot, BBB, CFPB and more, and partner with cross-functional teams to drive improvements.

You will investigate complex complaints, draft objective summaries, and own monthly VoC reporting. Proficiency with Excel/Sheets and Asana is preferred; comfortable working with US Central Time hours.