Quality Assurance Executive

ibex. Pakistan; Karachi Division; On-site; PKR 446,000 - 781,000; Full time

Job summary

ibex. Pakistan seeks a detail-oriented QA Executive to join the Quality Assurance team for a US-based chat support campaign. You will monitor chats, evaluate quality, and provide actionable feedback to agents to uphold client standards.

The role requires 1–2 years of QA experience in a BPO, strong English communication, analytical reporting skills, and proficiency in Excel and PowerPoint, with rotating night shifts. Calibration sessions and SOP adherence are part of the role.

Qualifications

• Minimum 1–2 years of QA experience in a BPO environment.
• Experience in US/EU chat support campaigns preferred.
• Excellent written and verbal English communication.
• Strong analytical and reporting skills.
• Proficient in MS Excel and PowerPoint.
• Able to work rotational/night shifts.

Responsibilities

• Monitor and evaluate chat interactions to ensure quality standards and client requirements.
• Identify performance gaps and provide actionable feedback to agents and team leads.
• Conduct regular audits and maintain QA reports and scorecards.
• Share trend analysis, recurring issues, and process improvement recommendations.
• Participate in calibration sessions with operations and training teams.
• Ensure adherence to SOPs and customer handling standards.
• Support coaching sessions and quality improvement initiatives.

Skills

English communication

Analytical skills

Reporting skills

MS Excel

PowerPoint

Night shifts

Tools

MS Excel

PowerPoint

Job description

We are looking for a detail-oriented and performance-driven QA Executive to join our Quality Assurance team for a US-based chat support campaign. The ideal candidate should have strong analytical skills, excellent communication, and a solid understanding of customer support quality standards within the BPO industry.

Key Responsibilities:

• Monitor and evaluate chat interactions to ensure compliance with quality standards and client requirements.
• Identify performance gaps and provide actionable feedback to agents and team leads.
• Conduct regular audits and maintain accurate QA reports and scorecards.
• Share trend analysis, recurring issues, and process improvement recommendations.
• Participate in calibration sessions with operations and training teams.
• Ensure adherence to SOPs, customer handling standards, and compliance policies.
• Support coaching sessions and quality improvement initiatives.

Requirements:

• Minimum 1–2 years of experience in Quality Assurance within a BPO environment.
• Experience in US/EU-based chat support campaigns is highly preferred.
• Strong written and verbal English communication skills.
• Good analytical and reporting skills.
• Proficiency in MS Excel and Power Point.
• Ability to work in rotational/night shifts.