QA Analyst

Creative Networks, a prominent provider of IT and customer support solutions serving a global clientele, is looking for a meticulous and motivated QA Analyst to join its quality assurance team. This role is based in Islamabad or Rawalpindi and demands a candidate with a solid background in quality control and customer service. The successful applicant will demonstrate strong analytical, observational, and communication skills, with proven experience in evaluating the quality of customer interactions across calls, emails, and chats.

Key Responsibilities:
- Monitor and assess the quality of customer-facing interactions including calls, emails, and chats to ensure service excellence.
- Identify gaps in service delivery and provide actionable feedback to relevant teams for improvement.
- Prepare detailed and accurate performance reports utilizing Excel and other reporting tools.
- Maintain thorough QA documentation and audit records to guarantee compliance with internal and client standards.
- Collaborate closely with team leads to foster continuous improvement in service quality.
- Ensure strict adherence to internal quality benchmarks and client expectations.

Required Qualifications:
- At least 2 years of experience in QA or QC roles within the IT or customer service sectors.
- Strong proficiency in English, both written and spoken.
- Excellent listening and analytical skills to effectively evaluate customer interactions.
- Advanced skills in Microsoft Excel and familiarity with other reporting tools such as Google Sheets.
- Ability to work independently while maintaining a high level of accuracy and attention to detail.
- Strong interpersonal and communication skills to work collaboratively across teams.

Preferred Qualifications and Benefits:
- Competitive salary package ranging up to PKR 90,000 per month.
- Opportunity to work in a professional, supportive, and collaborative environment.
- Clear career growth prospects within a rapidly expanding IT company.
- Hybrid work arrangement based in Islamabad or Rawalpindi, requiring availability to work from the office.

This full-time position offers a salary between PKR 70,000 and PKR 90,000 per month. Candidates with a minimum of 2 years’ experience in quality assurance and at least 3 years of proficiency in Microsoft Excel are encouraged to apply. The role requires residency in Islamabad or Rawalpindi and is not fully remote, emphasizing a hybrid work model.

If you are passionate about upholding and enhancing quality standards and meet the outlined criteria, this opportunity at Creative Networks could be the right fit for your career growth.