QA Executive (1 Position)

Job Description:

  • Primarily responsible to work on quality process implementation and improvement.
  • Contributes in design of call monitoring formats and quality standards.
  • Performs weekly, bi-weekly or monthly call monitoring and provides feedback to site manager.
  • Uses quality monitoring system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs/sessions to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for contact center agents.
  • Provides feedback to contact center team leaders/supervisors and managers and suggest improvement measures.
  • Prepares and analyzes internal and external quality reports for management review.
  • Defining SOPs and scripts for contact center agents.
  • Contributes in refining details and standardizing procedures and scripting to ensure a uniform approach by the whole team.
  • Preparing and conducting weekly quizzes, compile and analyze the results, and share feedback with the team leads/supervisors and/or site manager.
  • Provide training, coaching, feedback and assistance to contact center agents to ensure they understand new policies and procedures or product/service updates for quality.
  • Responsible for information security tasks within own work scope.
  • Any task assigned by the management.

We are looking for:

  • Minimum Education: Bachelors degree
  • Required Experience: 1+ years relevant experience.


  • 1+ years of relevant experience in a similar capacity.
  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Strong knowledge of customer care processes and techniques.
  • Demonstrated ability to work well in a team environment.
  • Dedication to providing exceptional customer service.

Revenue Sharing

Medical Insurance

Car Finance

Provident Fund

Child Education Policy

Meals on the House

Overview of i2c

Global Leader in Payments and Commerce

Cardholders in 216 Countries and Territories

Join 800+ Amazing Global Team Members

Offices in Dubai, Lahore, London, Montreal, Singapore, Sydney and Silicon Valley

Named a Preferred Processing Partner by Visa

this job portal is powered by CATS


Connect with us and we will answer
any questions you have.


4 Old FCC Ferozepur Road
Lahore 54600

T: +92 42 111 000 048

Redwood City, CA (Silicon Valley) USA
T: +1 650 593 5400


Copyright ©1996-2017 i2c inc®. All rights reserved.