Quality Assurance Analyst - Karachi, Sindh, Pakistan
7 hours ago
Job description
At Get Licensed, we help people get training, get licensed and find work, and we do this by leveraging technology to make the whole process as efficient and easy as possible. We operate across a number of verticals, and we're looking to expand those verticals to cater to demand in the UK. We've helped more than 400,000 people get licensed and find work and are consistently rated 5-star on Trustpilot with over 32,000 reviews.
Get Licensed is a fast-paced technology business at heart (the majority of our team are developers or tech wizards), and we are at an exciting stage of our business, having tripled since 2020.
We have ambitious plans to significantly scale our existing business, broaden our product suite, and continue to grow profitably revenue year on year, with a clear roadmap of how we will get there. We are looking for a full-time Quality Assurance Analyst to join our QA team.
The QA Analyst will report to our head of department based in Pakistan, and together they will create a positive and productive working environment, agree on objectives and deliverables which will be achievable, and which will also drive the business forward. The QA will be closely working with Customer Support and Sales team to ensure the quality of the calls, live chats and emails.
The ideal candidate will be a skilled Quality Assurance Analyst with hands-on experience in QA tools and performance monitoring. They'll lead evaluations, deliver actionable feedback, and support continuous improvement across customer interactions. Working closely with the QA Lead, they'll help shape scalable QA processes while embodying Get Licensed's values of agility, curiosity, excellence, and care.
What you will be doing:
- Conduct 70+ evaluations per day across sales and customer support interactions (calls, live chats, and emails).
- Perform live monitoring of agents to assess communication quality and real-time problem resolution.
- Deliver timely, constructive, and actionable feedback to agents
- Conduct 1:1 coaching sessions or group training sessions to improve quality performance.
- Assist in developing and maintaining QA scorecards aligned with business goals.
- Contribute to the design, execution, and optimization of QA frameworks and processes.
- Analyze performance data and work with team leads to identify trends and opportunities.
- Maintain documentation of performance issues, coaching outcomes, and QA scores.
- Collaborate with QA Lead and Ops Team to drive quality and compliance
What we are looking for:
- Knowledge of QA standards and quality monitoring processes
- Hands-on experience with QA tools such as Playvox, Scorebuddy, Voxjar or similar
- Proven ability to design or contribute to QA scorecard development
- Excellent verbal and written English communication skills
- Strong analytical mindset with attention to detail and critical thinking
Expected Behaviors
We're primarily non-hierarchical, allowing all our colleagues to take responsibility from day one. We are committed to achieving excellence whilst having fun and being highly curious. We are passionate about hiring fantastic individuals who thrive in an open, fast-paced and collaborative environment, are accountable to themselves, and are willing to roll their sleeves up to get stuff done.
There are certain behaviors we expect from our colleagues, and the key ones are below. Fundamentally we expect everyone at Get Licensed to Do The Right Thing. We measure performance against these behaviors as part of each team member's monthly performance review:
Agility: We move fast, adapt quickly, and continuously improve.
Curiosity: We never stop learning and seeking better ways to do things.
Excellence: We set new standards and strive to exceed expectations.
Love: We care deeply for the work we do, for each other, and for our customers.
What we offer:
- Competitive base salary with additional benefits, including private medical insurance, and paid holiday.
- Unlimited opportunities for career growth and professional development
- The chance to influence and improve training delivery across the organization.
- Join a dedicated and professional team where your ideas are welcomed and your commitment rewarded.
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