Quality Assurance Executive

Win Win Marketing and Developers; Islamabad; On-site; PKR 558,000 - 781,000; Full time

Job summary

Win Win Marketing and Developers is seeking a detailed Quality Assurance (QA) Executive to monitor sales calls, evaluate interactions, and ensure compliance with defined sales processes to boost overall customer experience.

The role requires strong analytical, communication, and reporting skills, with responsibility for preparing QA reports, identifying gaps, and coordinating with Sales, CRM, HR, and L&D to drive performance improvements.

Qualifications

• Bachelor's degree in Business Administration, Management, Marketing, or related field.
• 1-2 years of QA, call monitoring, customer service, telesales, or real estate sales.
• Experience in real estate sales preferred.
• Strong understanding of calls, lead management, follow-up processes, and CRM.
• Proficiency in Excel and CRM reporting tools.

Responsibilities

• Monitor and evaluate sales calls and customer interactions against QA standards.
• Review calls of qualifiers, closers, and other Sales Executives for process compliance.
• Prepare daily, weekly, and monthly QA performance reports.
• Coordinate with Sales, CRM, HR, and L&D to address performance gaps.
• Suggest coaching or corrective actions based on QA findings.

Skills

Analytical skills

Communication skills

Reporting skills

Education

Bachelor's degree in Business Administration/Management/Marketing

Tools

MS Excel

CRM systems

Job description

Department: Quality Assurance

Employment Type: Full-Time, On-Site

Industry: Real Estate / Sales & Marketing

Salary Bracket : 50k to 70k

Job Summary

We are looking for a detail-oriented Quality Assurance (QA) Executive to monitor sales calls, evaluate customer interactions, ensure compliance with defined sales processes, and identify areas for performance improvement. The role requires strong analytical, communication, and reporting skills with a focus on improving call quality, follow-ups, lead handling, and overall customer experience.

Key Responsibilities

• Monitor and evaluate sales calls, follow-up calls, and customer interactions according to approved QA standards.
• Review calls of Qualifiers, Closers, and other Sales Executives to ensure compliance with the defined sales process.
• Evaluate call quality, including opening, communication skills, product knowledge, need identification, objection handling, closing techniques, and professionalism.
• Ensure sales representatives are conducting timely and proper follow-ups with assigned leads.
• Identify Closers or Sales Executives who are not following up effectively and prepare supporting analysis.
• Monitor compliance with lead response time, call attempts, talk-time requirements, and CRM updates.
• Verify that sales representatives properly update lead status, comments, follow-up dates, meetings, and other required information in CRM.
• Highlight recurring concerns, process gaps, and non-compliance to the QA Manager and relevant management team.
• Prepare and share daily, weekly, and monthly QA performance reports.
• Maintain accurate QA evaluation records and supporting call links/evidence.
• Conduct root-cause analysis of poor call quality, low conversions, missed follow-ups, and other sales-process issues.
• Coordinate with Sales, CRM, HR, and Learning & Development (L&D) teams regarding identified performance gaps.
• Recommend coaching, refresher training, or corrective actions based on QA findings.
• Ensure all evaluations are conducted fairly and consistently according to the approved QA Evaluation Template.
• Track improvement after coaching or corrective actions and report progress to management.
• Perform any other quality assurance responsibilities assigned by management.

Requirements

• Bachelor's degree in Business Administration, Management, Marketing, or a related field.
• Preferably 1-2 years of experience in Quality Assurance, Call Monitoring, Customer Service, Telesales, or Real Estate Sales.
• Real estate industry experience will be preferred.
• Strong understanding of sales calls, lead management, follow-up processes, and CRM systems.
• Excellent listening, analytical, communication, and reporting skills.
• Strong attention to detail and ability to identify performance and compliance gaps.
• Proficiency in MS Excel, reporting tools, and CRM systems.