QA Supervisor: Elevate Customer Experience & Quality

ibex; Islamabad; On-site; PKR 1,000,000 - 1,500,000; Full time

Job summary

ibex in Islamabad is seeking a dynamic QA Supervisor to drive service excellence by evaluating agent-level performance across KPIs and CSAT metrics. You will partner with Operations and Training to close gaps and implement process improvements.

Responsibilities include conducting quality evaluations, call listening with CSEs, and delivering actionable feedback. Strong English, MS Office, and 1 year QA experience are required, with a focus on accuracy and continuous improvement.

Qualifications

• Strong interpersonal, communication, and stakeholder management skills.
• Excellent command of English (written and verbal).
• Proficient in MS Office, especially Excel.
• Minimum 1 year of relevant experience in Quality Assurance / Contact Center Operations.

Responsibilities

• Conduct quality evaluations of customer interactions across all assigned channels.
• Perform call listening sessions with Customer Service Executives (CSEs).
• Provide constructive and actionable feedback through post-monitoring annotations.
• Facilitate team huddles focused on quality improvements and performance alignment.
• Conduct health checks for newly introduced processes and workflows.
• Monitor and manage team performance on metrics such as NPS, Quality, CSAT, ICE, and other operational KPIs.
• Prepare analytical reports and dashboards for management review.
• Identify trends, root causes, and recommend corrective actions for continuous improvement.
• Partner with Operations and Training teams to enhance customer experience and agent capability.

Skills

Interpersonal communication

Stakeholder management

Analytical thinking

Problem-solving

Strategic thinking

English proficiency

Tools

MS Office

Microsoft Excel

Job description

ibex in Islamabad is seeking a dynamic QA Supervisor to drive service excellence by evaluating agent-level performance across KPIs and CSAT metrics. You will partner with Operations and Training to close gaps and implement process improvements.

Responsibilities include conducting quality evaluations, call listening with CSEs, and delivering actionable feedback. Strong English, MS Office, and 1 year QA experience are required, with a focus on accuracy and continuous improvement.