JOB DESCRIPTION
QA Internee
Job TitleQA InterneeReporting toTeam Lead/Deputy Manager/Manager QAAlternate ReportingUnit Head QADepartmentQuality AssuranceLocationACE 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 solid 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 perfor

📌 QA Internee (Kharian)
🏢 ACE Money Transfer
📍 Kharian