Quality Assurance Executive

Master Group; Lahore; On-site; PKR 600,000 - 900,000; Full time

Job summary

Master Group in Lahore, Pakistan is seeking a Quality Assurance Executive to ensure consistent quality across digital customer touchpoints and sales processes. The role includes daily QA of the WhatsApp Chatbot and AI Assistant, UAN/IVR, social media, website, and online sales to identify gaps and issues.

The ideal candidate has 1–3 years in QA or related field, a Bachelor’s or Master’s degree, strong attention to detail, Excel proficiency, and the ability to coordinate with multiple departments

Qualifications

• Bachelor’s or Master’s Degree.
• 1–3 years in QA, Customer Services, Digital Operations, Call Centre QA or related field.
• QA reporting and documentation.
• Strong attention to detail and analytical mindset.

Responsibilities

• Daily QA of WhatsApp Chatbot & AI Assistant; test AI responses for accuracy and relevance.
• Monitor UAN & IVR functionality, call routing and connectivity.
• Review social media channels for missed queries and complaints.
• Perform daily website checks for functionality, pricing, promotions and broken links.
• Identify and document technical or customer-experience issues with evidence.
• Escalate issues to relevant teams and follow up until resolution.
• Retest resolved issues and maintain daily/monthly QA reports.
• Highlight recurring issues and customer journey gaps.
• Door to Door Quality daily/weekly/monthly; Online Sales Quality daily/weekly/monthly.

Skills

QA reporting

Documentation

MS Excel

Pricing verification

Communication

Analytical thinking

Problem solving

Time management

Ownership

Education

Bachelor’s or Master’s Degree

Job description

Quality Assurance Executiveis responsible for ensuring consistent quality across digital customer touch points, communication channels, and sales processes. The role will involve daily QA of the WhatsApp Chatbot and AI Assistant, UAN/IVR, social media, website, Door-to-Door Sales, and Online Sales to identify gaps, inaccuracies, technical issues, and customer experience concerns.

The position will be responsible for testing AI responses, monitoring customer interactions, identifying and documenting issues with evidence, coordinating with relevant teams for resolution, conducting retesting, and maintaining daily, weekly, and monthly QA reports. The role will also analyze recurring issues and customer journey gaps to support continuous improvement and enhance overall customer experience and sales quality.

Job Description:

• Daily QA of WhatsApp Chatbot & AI Assistant • Test AI responses for accuracy, relevance and correct information
• Monitor UAN & IVR functionality, call routing and connectivity
• Review social media channels for missed queries, complaints and negative comments
• Perform daily website checks for functionality, broken links, forms, pricing, promotions and outdated/expired offers
• Identify and document technical or customer-experience issues with evidence
• Escalate issues to relevant teams and follow up until resolution
• Retest resolved issues and maintain daily/monthly QA reports
• Highlight recurring issues and customer journey gaps
• Door to Door Quality daily and weekly and monthly
• Online Sales Quality daily and weekly and monthly.

Job Specification:

Education:

Bachelor’s or Master's Degree

Experience:

1–3 years in Quality Assurance, Customer Services, Digital Operations, Call Centre QA or a related field.

• QA reporting and documentation
• MS Excel and reporting proficiency
• Ability to verify pricing, promotions and customer-facing information
• Understanding of QA KPIs and performance reporting
• Strong attention to detail
• Analytical and problem-solving mindset
• Proactive approach to identifying issues
• Good written and verbal communication skills
• Strong follow-up and ownership
• Ability to coordinate effectively with multiple departments
• Customer-focused mindset
• Ability to work independently
• Good time management and organizational skills
• Ability to prioritize critical issuesProfessional judgment and decision-making
• Adaptability to new technologies and digital platforms