About Us

Payable (Pvt) Ltd is a growing fintech company dedicated to transforming digital payment solutions through innovation and technology. We are looking for a Quality Assurance Executive to join our Customer Experience team and support our commitment to delivering exceptional customer service.

Job Summary

The successful candidate will be responsible for monitoring and evaluating customer interactions across voice and non-voice channels, ensuring service quality, compliance, and continuous improvement. The role involves conducting quality audits, providing constructive feedback, identifying performance gaps, and supporting initiatives to enhance customer experience.

Key Responsibilities

• Monitor and evaluate customer interactions based on defined quality standards.

• Conduct QA audits using approved evaluation scorecards.

• Provide coaching and feedback to improve agent performance.

• Identify service gaps, compliance issues, and training requirements.

• Prepare quality reports and analyze performance trends.

• Collaborate with Operations and Training teams to improve service delivery.

• Support customer experience improvement initiatives and process enhancements.

Requirements

• Minimum 2 years of experience in a Contact Center environment.

• Minimum 1 year of experience in Quality Assurance, Quality Monitoring, Team Leader, Coaching, or Senior Customer Service roles.

• Good understanding of Contact Center KPIs and customer experience metrics.

• Proficiency in MS Excel and reporting tools.

• Strong analytical, communication, and coaching skills.

• Experience in Banking, Fintech, BPO, Telecommunications, Insurance, or Customer Service industries will be an added advantage.

Join Payable

Be part of a dynamic fintech team where your expertise will contribute to improving customer experience and driving operational excellence.

Apply now and grow with us!