Quality Assurance Analyst

Premier NX; Lahore; On-site; PKR 50,000 - 70,000; Full time

Benefits offered by this job

Market-competitive salary

Career growth opportunities

Learning & development programs

Medical Coverage (IPD)

Life Insurance

Paid Leaves

Provident Fund

Employee engagement & wellness initiatives

Job summary

Premier NX is seeking a QA Specialist in Lahore to support quality performance for the Voice Accounts team. Responsibilities include conducting evaluations, ensuring compliance with standards like HIPAA and GDPR, and driving continuous improvement. The ideal candidate will possess strong communication skills, attention to detail, and proficiency in Microsoft Office. The position offers a competitive salary, career growth opportunities, and comprehensive benefits including medical coverage and paid leaves.

Qualifications

• Strong understanding of quality standards and call handling processes.
• Excellent verbal and written communication skills.
• Proficient in using Microsoft Office (Excel, Word, PowerPoint).

Responsibilities

• Conduct evaluations and quality audits to ensure internal standards are met.
• Prepare and share quality insights with team leadership.
• Identify opportunities for process improvement in quality frameworks.

Skills

Quality standards understanding

Communication skills

Attention to detail

Problem-solving ability

Microsoft Office proficiency

Familiarity with QA tools

Job description

Position Overview

The QA Specialist will support overall quality performance by conducting evaluations, ensuring compliance, and driving continuous improvement across the Voice Accounts team.

Key Responsibilities

Quality Monitoring & Compliance

• Conduct call/cases monitoring, evaluations, and quality audits to ensure agents meet internal quality standards.
• Ensure strict adherence to compliance requirements, including data privacy and security (HIPAA, GDPR).
• Maintain accurate records of evaluations, findings, and follow‑up actions.

Performance Insights & Reporting

• Review EOD reports, client feedback, and evaluation data to identify trends and improvement areas.
• Prepare and share quality insights with supervisors and internal/Client leadership.
• Provide recommendations to enhance customer experience and operational effectiveness.

Internal Collaboration & Client Support

• Partner with supervisors, trainers, and support teams to improve processes and resolve quality gaps.
• Join client meetings when needed to discuss quality performance and action plans.
• Serve as a quality representative to ensure alignment with client expectations.

Process Improvement & Ownership

• Identify opportunities for continuous improvement in call/Cases handling, processes, and quality frameworks.
• Support updates to scorecards, SOPs, and evaluation tools.
• Encourage a culture of accountability, high performance, and teamwork.

Required Qualifications

• Strong understanding of quality standards, call handling processes, and KPIs.
• Excellent communication and feedback‑giving skills.
• Strong attention to detail and problem‑solving ability.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint).
• Familiarity with QA tools or performance monitoring platforms.

Preferred Qualifications

• Previous exposure to QA activities or auditing within the team.
• Experience coaching agents or supporting performance improvement initiatives.
• Knowledge of compliance frameworks (HIPAA, GDPR).

What we offer:

• Market-competitive salary
• Career growth opportunities
• Learning & development programs
• On-the-job training
• Medical Coverage (IPD)
• Life Insurance
• Paid Leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)
• Provident Fund
• Employee Old Age Benefits (EOBI)
• Employee engagement & wellness initiatives

Shift: EST

Location: NASTP, Cantt, Lahore.