Quality Assurance Consultant

Joblogic Service Management Software; Lahore; Hybrid; PKR 1,100,000 - 2,300,000; Full time

Benefits offered by this job

Life Insurance & Medical Insurance (In

Provident Fund

Gym Facility

Remote Working during pandemic

Company trip

29 annual leaves

8 sick & compassionate leaves

Job summary

Joblogic Service Management Software is seeking a Quality Assurance Consultant to uphold high support quality across the team. You will review conversations, assess interactions, and provide constructive feedback to agents to drive improvements.

The role involves analyzing metrics, reporting performance, and identifying training needs. Strong communication and organizational skills are essential for ensuring consistent evaluations and contributing positively to the team culture.

Qualifications

• Bachelor’s degree in any field.
• Experience in the customer service space.
• Proven analytical skills.
• Hands-on experience in quality assurance.
• Ability to communicate negative feedback.
• Good organizational skills and goal-setting.
• Understanding basic business metrics and impact of support.

Responsibilities

• Maintain and develop internal support and call center quality standards.
• Review a subset of support agents’ conversations (calls, emails, chat, etc.).
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Analyze all customer service metrics and how the support team’s performance affects those KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance on the agent and team level.
• Create reports that reflect support performance.
• Report support team’s performance to team leads and managers.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.

Skills

Analytical skills

Quality assurance

Feedback delivery

People skills

Organizational skills

Customer service

Education

Bachelor's degree

Job description

Job Description

The Joblogic Story

Established in 1998, Joblogic is the UK’s #1 Field Service Management (FSM) software platform. We are a global business with offices in the UK, Pakistan, and Vietnam. Since our management buy-out in 2013, we have grown from ~£500K ARR to ~£35M+ ARR and expanded our team from 11 to 500+ people.

Recently, we secured a strategic growth investment from Vista Equity Partners — a global technology investor specialising in enterprise software. This investment includes over £100 million in new primary capital and will fuel our next phase of growth by accelerating our AI-first roadmap, expanding our platform into CAFM (Computer-Aided Facilities Management) capabilities, and supporting our expansion across Europe and beyond.

With Vista’s backing, we’re transforming from a successful UK business into a global scaling SaaS rocket ship, and we’d love for you to join us on our journey to £100M ARR across international markets.

Joblogic provides software to service contractors who install and maintain the built environment. Our platform helps businesses streamline operations, improve profitability, ensure compliance, and achieve rapid growth. With over 100,000 users across industries including HVAC, plumbing, electrical maintenance, facilities management, and building fabric maintenance, we are entering a new era of intelligent automation, predictive maintenance, and data-driven decision-making for service firms.

About the role

As a Quality Assurance Consultant, your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

What You’ll Focus Will Be

Responsibilities:

• Maintain and develop internal support and call center quality standards.
• Review a subset of support agents’ conversations (calls, emails, chat, etc.)
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Analyze all customer service metrics and how the support team’s performance affects those KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance on the agent and team level.
• Create reports that reflect support performance.
• Report support team’s performance to team leads and managers.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.

Essential Requirements, Experience and Skills

• Bachelor’s degree
• Experience in the customer service space.
• Proven track record of analytical skills.
• Hands‑on experience in quality assurance.
• Great people skills and ability to communicate (negative) feedback.
• Good organizational skills, knowledgeable in goal-setting practices.
• Perception of basic business metrics and how support impacts those.

Nice-to-have

• Experience of working within a Global Team.
• Problem-solving capabilities to create meaningful strategies to improve support quality.

Hiring process

• 1st round: First Technical Interview with QAC Team Lead
• Final round: Technical/Cultural Round with HOD

Remuneration package and benefits

• Market Competitive Salary – commensurate with your experience and abilities
• Professional working environment with numerous opportunities for growth and self-development
• Life Insurance & Medical Insurance (Including Family)
• OPD
• Provident Fund
• Gym Facility
• Maximum 45 Weekly Hours (Monday-Friday)
• Remote Working (During Pandemic Situation)
• Company trip
• 29 Annual Leaves (Including Bank Holidays)
• 8 Sick & uncapped Compassionate Leaves (As per Company Policy)