QA Executive (POS)

Eplanet Global Pakistan; Jamshed Town; On-site; PKR 335,000 - 558,000; Full time

Job summary

Eplanet Global Pakistan is seeking a QA & Compliance Executive for the night shift to monitor customer interactions across calls, emails, and chats, ensuring adherence to policies and quality guidelines. You will identify improvement areas, provide feedback to agents and teams, and help drive continuous quality and compliance across the contact center in Bahadurabad, Karachi.

This role requires 1 year of QA/compliance experience in BPO, strong analytical and reporting skills, and proficiency

Qualifications

• 1 year of QA/compliance experience in a BPO or contact center.
• Hands-on monitoring of calls, emails, and chats for quality and compliance.
• Strong analytical, communication, and reporting skills; MS Office proficiency.

Responsibilities

• Review and evaluate calls, emails, and chats for quality and compliance.
• Ensure agents follow policies, SOPs, and regulatory requirements.
• Conduct quality audits and maintain evaluation records.
• Identify performance gaps and provide actionable feedback.
• Prepare QA reports, highlight trends, and suggest improvements.
• Collaborate with operations and training teams for quality initiatives.

Skills

Quality assurance

Compliance

Analytical skills

Reporting skills

Tools

MS Office

Excel

Job description

We're hiring QA & Compliance Executive (Night Shift)!

Job Summary: We are looking for a detail-oriented QA & Compliance Executive to monitor and evaluate customer interactions across calls, emails, and chats. The role is responsible for ensuring adherence to company policies, compliance standards, and quality guidelines while identifying improvement areas and providing actionable feedback to enhance customer experience and team performance.

Key Responsibilities

• Review and evaluate customer calls, emails, and chat interactions for quality and compliance.
• Ensure agents adhere to company policies, SOPs, and regulatory requirements.
• Conduct quality audits and maintain accurate evaluation records.
• Identify performance gaps and provide constructive feedback to improve service quality.
• Prepare QA reports, highlight trends, and recommend process improvements.
• Collaborate with operations and training teams to drive continuous quality enhancement.

Requirements

• 1 year of experience in Quality Assurance/Compliance within a BPO, customer service, or contact center environment.
• Hands-on experience in call, email, and chat quality monitoring and compliance audits.
• Strong analytical, communication, and reporting skills.
• Proficiency in MS Office, particularly Excel.

Budget: 50K + Performance bonus

Location: Bahadurabad, Karachi (onsite)