Quality Assurance Executive

Overview

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

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Experience :

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