Quality Assurance Lead
Kharian, Punjab, Pakistan
Full Time
Quality Assurance
Experienced
Who we are:
ACE Money Transfer is a UK-based company headquartered in Manchester, United Kingdom. ACE Money Transfer is an online remittance services provider from UK, Europe, Canada, & Australia. ACE Money Transfer is a part of ACE Group of companies, which has a diversified portfolio including digital wallet services in the UK and real estate, advertising businesses, and software solutions in Pakistan.
Position Summary:
The Quality Assurance Lead at ACE Money Transfer is a pivotal role, responsible for leading a team to maintain and enhance service quality standards across all customer touchpoints. This role demands a proactive individual with extensive experience in call centre operations and a strong understanding of QA practices. The QA Lead will ensure that customer interactions, services, and internal processes are optimized to meet organizational goals while delivering exceptional customer experiences.
Job Responsibilities:
Leadership & Team Management:
Quality Insights & Reporting:
Tools & Technology Utilization:
Documentation & Training:
Compliance & Standards:
Goal Achievement:
Ad Hoc Responsibilities:
Qualifications and Requirements:
Education:
Experience:
Skills & Attributes:
ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile
ACE Money Transfer is a UK-based company headquartered in Manchester, United Kingdom. ACE Money Transfer is an online remittance services provider from UK, Europe, Canada, & Australia. ACE Money Transfer is a part of ACE Group of companies, which has a diversified portfolio including digital wallet services in the UK and real estate, advertising businesses, and software solutions in Pakistan.
Position Summary:
The Quality Assurance Lead at ACE Money Transfer is a pivotal role, responsible for leading a team to maintain and enhance service quality standards across all customer touchpoints. This role demands a proactive individual with extensive experience in call centre operations and a strong understanding of QA practices. The QA Lead will ensure that customer interactions, services, and internal processes are optimized to meet organizational goals while delivering exceptional customer experiences.
Job Responsibilities:
Leadership & Team Management:
- Lead, mentor, and motivate the QA team to ensure consistent performance and adherence to quality benchmarks.
- Facilitate team(s) training sessions, provide feedback, and create development plans to upskill team members.
- Develop and implement effective sampling methodologies for assessing calls, chats, and other customer interaction channels.
- Monitor customer interactions across platforms, identify trends, and ensure compliance with service quality standards.
- Analyse performance data and recommend actionable improvements to enhance quality and efficiency.
- Collaborate with cross-functional teams to streamline QA processes and introduce innovative quality assurance practices.
Quality Insights & Reporting:
- Prepare comprehensive QA reports and dashboards for senior management and stakeholders, highlighting insights and key improvement areas.
- Ensure timely reporting on team performance and quality trends while suggesting strategies for improvement.
- Perform mystery shopping to evaluate service delivery from a customer’s perspective and provide constructive recommendations.
- Actively identify and address gaps in meeting customer expectations through process enhancements.
Tools & Technology Utilization:
- Leverage the QA Portal and other CRM tools to monitor team performance and track progress against set KPIs.
- Ensure team proficiency in utilizing Microsoft Office Suite, reporting tools, and other relevant technologies.
Documentation & Training:
- Develop and disseminate case studies, quizzes, and training materials to ensure knowledge retention and continuous learning within the team(s).
- Contribute to the development and improvement of quality monitoring frameworks and evaluation formats.
Compliance & Standards:
- Oversee adherence to company policies, procedures, and standards in all communications and processes.
Goal Achievement:
- Take ownership of achieving exceedingly daily, monthly, and annual team performance targets.
Ad Hoc Responsibilities:
- Undertake additional responsibilities as assigned by management to support organizational goals.
Qualifications and Requirements:
Education:
- Minimum: Bachelor’s degree (Master’s degree preferred).
- Certifications related to quality assurance or professional development are an added advantage.
Experience:
- A minimum of 4-5 years of experience in the call centre industry is required. Experience in quality assurance or a similar role is highly preferred with a proven track record of process improvements and team leadership.
Skills & Attributes:
- Exceptional communication skills (both written and verbal).
- Strong analytical, problem-solving, and decision-making capabilities.
- Proficiency in CRM systems and reporting tools.
- Advanced command of Microsoft Office Suite (Outlook, Word, Excel, Google Forms etc.)
- Familiarity with QA software and tools.
- Ability to balance strategic thinking with operational execution.
- High attention to detail and a proactive approach to maintaining quality standards.
- Strong interpersonal skills with the ability to lead, inspire, and collaborate within a dynamic team environment.
ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile
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