January 28, 2026 
Islamabad 
Full-time Employment Type: Full time – Onsite
Location: Touchstone – HQ
Working Hours: 8 Hours Shift Mon – Fri 9pm till 6am PKST
The QA Executive is responsible for maintaining and enhancing the overall quality, compliance, and performance standards of all customer interactions. This role requires thorough daily call audits, detailed reporting, consistent feedback delivery, and compliance monitoring aligned with company expectations and campaign-specific requirements. The QA Executive ensures accuracy, professionalism, process adherence, and operational excellence to support optimal customer experience and client satisfaction.
Key Responsibilities
1. Daily Call Audits
- Monitor inbound and outbound calls for:
- Script adherence
- Professionalism, tone, and empathy
- Accuracy of communication
- Ensure proper disclosures, verification steps, and objection‑handling methods are followed.
- Identify compliance breaches and critical errors requiring immediate escalation.
2. Compliance Monitoring
- Ensure every call meets campaign‑specific compliance standards, including:
- Insurance sales guidelines
- Mandatory state/FCC/HIPAA requirements (if applicable)
- Track and document compliance parameters such as:
- Proper introduction and customer verification
- Mandatory legal disclosures and disclaimers
- Accurate data entry and documentation integrity
- Identify red flags and escalate compliance or ethical violations timely.
3. Reporting
- Prepare and submit daily QA reports with:
- Total calls audited
- Compliance accuracy score
- Common errors and trends
- Improvement areas and critical findings
- Share reports with Operations, Team Leads, and HR for necessary corrective actions.
- Maintain organized audit logs for weekly and monthly reporting cycles.
4. Feedback & Coaching Support
- Provide constructive, actionable feedback to agents based on audit results.
- Highlight strengths in tone, pitch, empathy, product knowledge, and script delivery.
- Identify skill gaps and recommend agents for retraining.
- Collaborate with trainers and team leads to schedule targeted coaching sessions.
- Maintain documentation of all feedback sessions in the Coaching/Session Portal.
5. Calibration & Process Improvement
- Conduct regular calibration sessions to ensure consistent QA standards across teams.
- Align scoring methods, compliance checks, and quality benchmarks with QA management.
- Recommend improvements in scripts, rebuttals, processes, and customer experience flow.
- Identify frequent failure areas and initiate corrective process revisions.
Requirements (Skills & Qualifications)
- Minimum 6 months – 1 year QA experience in a call center environment. Preferably Final Expense Campaign.
- Strong listening, evaluation, and analytical skills.
- Excellent verbal and written communication.
- Familiarity with QA tools, scoring sheets, and compliance frameworks.
- Ability to work under pressure, multitask, and meet tight deadlines.
- Proficiency in MS Office tools (Excel, Word, PowerPoint, reporting formats).
- Strong attention to detail and ability to remain neutral and objective.
KPIs for QA Executive
Performance will be measured on the following key metrics:
- Daily audits completed vs. assigned target
- Compliance score accuracy and evaluation consistency
- Timeliness and quality of feedback delivery
- Improvement in agent performance following QA feedback
- Reduction in compliance violations and critical errors
- Accuracy and punctuality of daily/weekly QA reports