Quality Assurance Specialist

ibex; Lahore; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

ibex in Lahore, Pakistan is seeking a QA Specialist to strengthen our quality assurance in customer experience and compliance. You will triage feedback from Trustpilot, BBB, CFPB and more, and partner with cross-functional teams to drive improvements.

You will investigate complex complaints, draft objective summaries, and own monthly VoC reporting. Proficiency with Excel/Sheets and Asana is preferred; comfortable working with US Central Time hours.

Qualifications

• 3+ years in QA, compliance, or complaint resolution.
• Experience in US consumer finance or fintech a plus.
• Strong written communication and ability to write objective case reviews.

Responsibilities

• Monitor, triage, and aggregate customer feedback from multiple sources.
• Investigate complex complaints using files, calls, and transcripts to uncover root causes.
• Draft objective case summaries for executive escalations and responses.
• Own monthly VoC thematic reporting and identify trends and improvements.
• Translate findings into structured improvement projects in Asana with cross-functional teams.
• Monitor calls and score agents against our QA framework.

Skills

QA Experience

Compliance Knowledge

Data Reporting

Customer Experience

Tools

Excel

Google Sheets

Asana

Job description

We are looking for a QA Specialist who brings analytical rigor and strategic thinking to quality assurance.

Key Responsibilities

• Feedback Intake & Triage: Monitor, aggregate, and triage customer feedback across multi-channel sources, including Trustpilot, Google Reviews, direct email complaints, the Better Business Bureau (BBB), and Consumer Financial Protection Bureau (CFPB) submissions.
• Complaint Research & Root-Cause Deep Dives: Investigate complex complaint cases by synthesizing loan application files, call recordings, email transcripts, and text communications. Reconcile conflicting narratives (customer statement vs. internal logs) to uncover the true root cause.
• Objective Case Summaries: Draft clear, factual, and unbiased summaries of the customer journey for each researched complaint, providing actionable context for executive escalations and formal response drafting.
• Monthly VoC Thematic Reporting: Own the monthly feedback and complaints report categorizing themes, tracking volume trends, analyzing driver metrics, and proposing high-impact operational improvements.
• Action Planning & Follow-Through: Translate VoC findings into structured improvement projects. Assign, track, and drive resolution tasks in Asana alongside working groups across Operations, Product, and Compliance.
• Targeted Call Monitoring: Flex into call monitoring and agent scoring against our internal QA framework to support baseline quality checks and operational spikes as needed.

Required Qualifications

• Experience: 3+ years in Quality Assurance (QA), Compliance, Complaint Resolution, or Customer Experience Analysis, backed by senior-level judgment.
• Domain Knowledge: Direct experience in US consumer finance, fintech, insurance, or consumer lending environments.
• Critical Thinking: Demonstrated ability to dissect complex cases, reconcile conflicting accounts across multiple touchpoints, and arrive at clear, defensible conclusions.
• Communication & Precision: Exceptional written communication with a proven track record of writing concise, objective case reviews and executive summaries.
• Data & Reporting Skills: Proficiency in trend analysis, theme categorization, and quantitative volume reporting using Excel or Google Sheets.
• Regulatory Awareness: Familiarity with US consumer complaint channels (BBB, CFPB) and an understanding of the regulatory sensitivity surrounding formal complaint responses.
• Work Schedule: Comfortable maintaining overlapping working hours with US Central Business Hours (CT).

Why You’ll Love Working with Us

• High-Impact Work: Your insights will directly shape process improvements, product roadmaps, and frontline training.
• Cross-Functional Collaboration: Partner closely with Compliance, Operations, and Customer Support leadership to advocate for the customer.