Call center Compliance

ABS International is looking for a committed BPO Compliance & Quality Assurance Auditor to join their team for the evening shift at their on-site office located in Gulshan-e-Iqbal Block 7, Karachi. This full-time position operates Monday through Saturday from 5:00 PM to 2:00 AM PKT. The selected candidate will be responsible for ensuring regulatory compliance and maintaining high-quality standards within the call center’s evening operations. This role offers a competitive salary along with an additional allowance for working the evening shift.

Key Responsibilities:
Conducting over 100 call audits weekly to verify adherence to regulatory standards such as PCI, GDPR, and local compliance requirements is a core function of this role. The auditor will monitor agents’ compliance with service level agreements (SLAs), scripts, and operational procedures to ensure consistent service delivery. Maintaining detailed audit trails and compliance documentation is essential to support regulatory audits and internal reviews. The role involves evaluating customer interactions across multiple communication channels, including voice calls, chat, and email. Clear documentation of audit findings and providing actionable feedback to operations teams will help drive continuous improvement. Additionally, the auditor will collaborate with various departments to develop and implement corrective action plans when compliance gaps are identified.

Required Qualifications:
Candidates should have 1 to 2 years of experience in BPO compliance auditing within a call center environment. Proficiency in call monitoring tools such as NiceCXone, Calabrio, or similar platforms is required to effectively perform audits. A solid understanding of international and local BPO regulatory frameworks is essential to ensure compliance standards are met. Strong analytical skills and a keen attention to detail are necessary to identify discrepancies and areas for improvement. Fluency in English, both written and verbal, is important for clear communication and reporting.

Preferred Qualifications and Benefits:
This position includes an evening shift allowance as additional compensation for working outside regular business hours. ABS International offers structured career growth opportunities, providing clear pathways for advancement into Compliance Management roles. Employees will have access to specialized training programs, including compliance certification courses, to support their professional development. The role provides a meaningful opportunity to influence operational integrity and uphold high compliance standards within the organization. The office is located in a prime area of Karachi, offering a modern and professional working environment.

Candidates interested in this role should submit their resumes highlighting relevant experience in BPO call center auditing, specifying the regulatory frameworks and tools they have worked with. This is an on-site position that offers a chance to contribute significantly to maintaining excellence in compliance and quality assurance within a reputable company.