QA Specialist (Night Shift) — Reports, Coaching & Compliance

Touchstonejobs; Islamabad; On-site; PKR 600,000 - 1,200,000; Full time

Benefits offered by this job

Medical Insurance

Training Programs

Night shift

Job summary

Touchstonejobs is seeking a Quality Assurance Specialist to maintain and improve service quality across campaigns. You will monitor live and recorded interactions, assess performance against QA scorecards, and ensure adherence to client requirements and SOPs.

The role requires documenting evaluations, producing daily/weekly/monthly QA reports, providing coaching feedback, and driving corrective actions with cross-functional teams. Shift: Night shift.

Qualifications

• Bachelor’s degree in a related discipline.
• Minimum 1 year of QA experience in BPO/call center environments (Mandatory).
• Experience with client QA frameworks, performance monitoring, CRM platforms, and QA processes is an advantage.

Responsibilities

• Conduct QA audits of calls, emails, chats, and CRM records.
• Prepare daily, weekly, and monthly QA reports and dashboards.
• Provide actionable feedback and coaching to agents based on QA findings.

Skills

QA evaluation

CRM familiarity

Excel proficiency

Communication skills

Analytical thinking

Education

Bachelor's degree

Tools

MS Office

CRM tools

QA tools

Job description

Touchstonejobs is seeking a Quality Assurance Specialist to maintain and improve service quality across campaigns. You will monitor live and recorded interactions, assess performance against QA scorecards, and ensure adherence to client requirements and SOPs.

The role requires documenting evaluations, producing daily/weekly/monthly QA reports, providing coaching feedback, and driving corrective actions with cross-functional teams. Shift: Night shift.