Quality Assurance Specialist

Job Summary
Brandix Soft (Pvt.) Ltd, a leading digital media marketing agency specializing in SEO, digital marketing, web development, Google My Business management, Google Ads management, and IT services for clients primarily in the UK and US markets, is seeking a detail-oriented and analytical Quality Assurance Specialist (female) to join their team. The role focuses on monitoring and evaluating inbound and outbound call quality, generating performance reports, and ensuring compliance with company standards. The ideal candidate will have strong English communication skills, a sharp eye for detail, and the ability to work collaboratively with closers, managers, and agents to enhance service quality. This is an onsite, full-time position based in Lahore, operating on UK campaign hours from 1:00 PM to 10:00 PM, Monday through Friday.

Key Responsibilities
Monitor and evaluate inbound and outbound calls to ensure strict adherence to quality standards, script compliance, and superior customer service. You will be responsible for assessing calls to identify strengths and areas for improvement.

Prepare detailed quality assurance reports that capture key metrics, trends, and highlight areas needing attention. These reports will be essential for tracking performance and guiding improvement initiatives.

Provide constructive feedback to agents and collaborate closely with managers to implement corrective actions. Your role will be pivotal in coaching agents to elevate their performance and maintain high-quality standards.

Identify gaps in call handling processes and recommend enhancements to improve the overall customer experience. Continuous process improvement will be a key focus.

Act as a liaison between closers, managers, and agents to ensure consistent quality across all campaigns. Effective coordination will help maintain alignment and drive quality initiatives.

Ensure that all calls comply with regulatory requirements and company policies, maintaining the highest standards of compliance.

Support training efforts by assisting in the development of training materials derived from quality assurance findings. This will help reinforce best practices and address common issues.

Track agent performance trends and suggest recognition or additional training opportunities as needed to foster a motivated and skilled team.

Required Qualifications
A Bachelor’s degree or equivalent educational background is required.

Candidates should have at least one year of experience in Quality Assurance, call monitoring, or a related field, although freshers with the right skills are welcome to apply.

Fluent English communication skills, both verbal and written, with a neutral accent, are essential to effectively evaluate calls and provide feedback.

Proficiency in MS Office applications, including Excel, Word, and PowerPoint, is necessary. Familiarity with quality assurance tools or software will be an advantage.

Strong analytical skills, attention to detail, and the ability to provide objective and constructive feedback are critical for success in this role.

Candidates must be able to work UK shift hours from 1:00 PM to 10:00 PM, Monday through Friday.

Preferred Qualifications and Benefits
This position offers the opportunity to work with a reputable digital marketing agency known for its dynamic and performance-driven culture.

There are excellent professional growth prospects within a fast-paced and evolving industry.

The role is based onsite at a prime location in Al Hafeez Shopping Mall, Gulberg Main Boulevard, Lahore, providing a professional and accessible work environment.

The position is full-time and open to freshers who meet the required qualifications.

A competitive monthly salary ranging from Rs35,000 to Rs65,000 is offered, commensurate with experience and skills.

Interested candidates must be based in Lahore and able to work in person. The application deadline is June 30, 2025.

Brandix Soft is committed to maintaining high-quality standards and delivering exceptional customer service, making this an excellent opportunity for candidates looking to build a career in quality assurance within the digital marketing sector.