Overview
Quality Assurance Analyst Jobs in Lahore, Punjab, Pakistan at Premier NX
Title: Quality Assurance Analyst
Company: Premier NX
Location: Lahore, Punjab, Pakistan
Position Overview
The QA Specialist will support overall quality performance by conducting evaluations, ensuring compliance, and driving continuous improvement across the Voice Accounts team.
Key Responsibilities
Quality Monitoring & Compliance
- Conduct call/cases monitoring, evaluations, and quality audits to ensure agents meet internal quality standards.
- Ensure strict adherence to compliance requirements, including data privacy and security (HIPAA, GDPR).
- Maintain accurate records of evaluations, findings, and follow‑up actions.
Performance Insights & Reporting
- Review EOD reports, client feedback, and evaluation data to identify trends and improvement areas.
- Prepare and share quality insights with supervisors and internal/Client leadership.
- Provide recommendations to enhance customer experience and operational effectiveness.
Internal Collaboration & Client Support
- Partner with supervisors, trainers, and support teams to improve processes and resolve quality gaps.
- Join client meetings when needed to discuss quality performance and action plans.
- Serve as a quality representative to ensure alignment with client expectations.
Process Improvement & Ownership
- Identify opportunities for continuous improvement in call/Cases handling, processes, and quality frameworks.
- Support updates to scorecards, SOPs, and evaluation tools.
- Encourage a culture of accountability, high performance, and teamwork.
Required Qualifications
- Strong understanding of quality standards, call handling processes, and KPIs.
- Excellent communication and feedback‑giving skills.
- Strong attention to detail and problem‑solving ability.
- Proficiency with Microsoft Office (Excel, Word, PowerPoint).
- Familiarity with QA tools or performance monitoring platforms.
Preferred Qualifications
- Previous exposure to QA activities or auditing within the team.
- Experience coaching agents or supporting performance improvement initiatives.
- Knowledge of compliance frameworks (HIPAA, GDPR).
What we offer:
- Market-competitive salary
- Career growth opportunities
- Learning & development programs
- On-the-job training
- Medical Coverage (IPD)
- Life Insurance
- Paid Leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)
- Provident Fund
- Employee Old Age Benefits (EOBI)
- Employee engagement & wellness initiatives
Shift: EST
Location: NASTP, Cantt, Lahore.
