JOB DESCRIPTION

QA Internee

 

Job Title	QA Internee
Reporting to	Team Lead/Deputy Manager/Manager QA
Alternate Reporting	Unit Head QA
Department	Quality Assurance
Location	ACE Money Transfer, Kharian, Pakistan

 

Position Summary

The Quality Assurance Internee at ACE Money Transfer is essential for maintaining high service quality standards across our operations. This role involves monitoring, analyzing, and improving customer interactions, services, and internal processes, all while maintaining a strong customer-centric focus.

Job Responsibilities

• Sampling Procedures: Develop and implement sampling procedures for recording and reporting quality data, both internal and external.
• Monitoring and Reporting: Conduct call and chat monitoring, provide trend data, and report observations to the Team Lead, Deputy Manager, or Manager.
• Mystery Shopping: Perform mystery shopping activities to evaluate whether our practices and standards align with expectations.
• Training Materials: Create and disseminate case studies and quizzes to support training initiatives for customer-centric teams.
• Trend Analysis: Review call and chat trends, identify irregularities, and communicate findings.
• Quality Assurance: Ensure that staff adhere to quality standards in voice/text communication and product knowledge.
• Standards Development: Participate in the development of call/chat monitoring formats and quality standards and propose improvements.
• Performance Tracking: Utilize the QA Portal to compile, track, and analyze team and individual performance metrics.
• Ticket/Email Monitoring: Monitor tickets and emails, evaluate responses, and assess systematic work operations.
• Customer Needs: Proactively identify and address customer needs and expectations.
• Recommendations: Offer recommendations to improve work practices based on observations and analyses.
• Reporting: Prepare and share quality reports with relevant authorities.
• Goal Achievement: Meet and exceed daily, monthly, and annual performance goals.
• Other Duties: Perform additional tasks as assigned by management

Requirements

Education:
Minimum requirement of a bachelor's degree.
Certifications:
Any certifications related to professional development will be an advantage.
Relevant Experience:

• A minimum of 6 months of experience in the call center industry is required.
• The candidate should possess a basic understanding of the QA framework and its core concepts.
• Experience in quality assurance or a similar role is a plus.

Skills:

• Excellent communication skills, both written and verbal.
• Strong analytical and problem-solving abilities.
• Must be fluent in the English Language.

Attributes:

• Proficiency in CRM systems/applications and reporting tools.
• Strong command of Microsoft Office (Outlook, Word, Excel) and Google Forms.
• Ability to work both independently and collaboratively within team(s).
• High attention to detail and dedication to maintaining quality standards.