Quality Assurance Executive

Job Title : QA Executive Reporting to : Deputy Manager QA Alternate Reporting : Unit Head QA Department : Quality Assurance Location : ACE Money Transfer, Kharian, Pakistan Position Summary The Quality Assurance Executive at ACE Money Transfer plays a vital role in upholding and enhancing service quality standards across customer-facing and internal operations.

This role goes beyond traditional call and chat monitoring to include evaluating Trustpilot reviews, IVR feedback ratings, and social media feedback, ensuring a holistic view of customer experience.

By analyzing diverse customer touchpoints, the QA Executive helps maintain ACE’s strong customer-centric approach and supports continuous improvement across teams.

Job Responsibilities Sampling Procedures : Develop and implement sampling methods for recording and reporting quality data, including customer feedback across multiple channels.

Monitoring and Reporting : Conduct call, chat, and ticket monitoring; review Trustpilot, IVR ratings, and social network feedback; provide trend data and share actionable insights with relevant stakeholders.

Mystery Shopping : Perform mystery shopping to evaluate service standards and ensure compliance with company expectations.

Customer Sentiment Analysis : Evaluate online reviews (Trustpilot, social platforms) and IVR feedback to identify recurring issues, customer sentiment, and service gaps.

Training Support : Create and disseminate case studies, feedback-based scenarios, and quizzes to support team training initiatives.

Trend Analysis : Review quality data across all customer interaction channels, identify irregularities, and communicate findings with recommendations.

Quality Assurance : Ensure compliance with communication and service quality standards across calls, chats, tickets, and digital feedback channels.

Standards Development : Assist in developing monitoring formats and standards to include new review and feedback sources.

Performance Tracking : Use the QA Portal and reporting tools to compile, track, and analyze performance at both team and individual levels.

Customer Needs & Advocacy : Identify evolving customer expectations through multi-channel feedback and propose process improvements.

Reporting : Prepare and present consolidated quality and customer experience reports to management, integrating traditional QA results with online feedback and sentiment analysis.

Goal Achievement : Meet and exceed assigned daily, monthly, and annual performance targets.

Other Duties : Perform additional QA-related tasks as directed by management.

Requirements Education : Minimum of a bachelor’s degree.

Certifications : Relevant certifications in Quality Assurance, Customer Experience, or related fields will be an advantage.

Experience : 2-3 years of experience in the call centre or financial services industry.

Prior experience in quality assurance, customer experience monitoring, or proficiency with AI-based quality assurance is preferred.

Skills : Excellent verbal and written communication skills.

Strong analytical and problem-solving skills with the ability to interpret feedback trends.

Proficiency in the English language is essential.

Attributes : Proficiency in CRM systems, QA tools, and reporting platforms.

Strong knowledge of Microsoft Office (Outlook, Word, Excel) and Google Forms.

Ability to work independently as well as collaboratively.

High attention to detail, adaptability to evolving QA practices, and a commitment to maintaining service excellence.

Powered by JazzHR