Quality Assurance Specialist

Introduction

Cedar Financial (“Cedar”) is a renowned international financial services company, recognized for its expertise in cross-border ARM (Accounts Receivable Management) services. Our team is driven by a spirit of innovation, constantly seeking new ideas and ways to improve and evolve. We understand that complacency can be detrimental to business and as such, we are quick to embrace change and tackle challenges head-on. Our approach is not one of recklessness, but one of agility and strategic thinking. We focus on achieving results rather than simply completing routine tasks. Our goal is to provide our clients with exceptional services that help them achieve their financial goals.

Responsibilities

• Review and audit customer emails to ensure compliance with quality and regulatory standards.

• Monitor customer interactions: The auditor should listen to customer interactions and evaluate the agents' performance against established quality metrics.

• Monitor and evaluate agent calls to ensure professional, polite, and compliant consumer interactions

• Provide daily support to the Main Line team during designated timeframes

• Perform review and validation of Sedric-generated red alert data and RPA exception outputs to ensure audit database accuracy for key risk factors, including manual correction of failed automation files and proper handling of sensitive alert categories

• Participate in quality improvement initiatives: The auditor should participate in quality improvement initiatives and work with other departments to implement changes that improve the customer experience.

• Stay current with industry trends: The auditor should stay current with industry trends and best practices for quality assurance in customer service
  

Education, Experience, Qualifications & Skills

• Bachelor’s degree in Business, Communications, or related field preferred.

• 2+ years of experience in quality assurance or call center auditing.

• Strong knowledge of QA principles, call monitoring tools, and compliance standards.

• Excellent analytical, communication, and coaching skills.

• Proficiency in QA software, reporting tools, and MS Office.

Objective and KPI

• Audit Accuracy Score – % of evaluations completed without errors.

• Call Quality Compliance – % of calls meeting quality standards.

• Feedback Implementation Rate – % of agents improving after coaching.

• Training Completion Rate – % of agents completing recommended training.

• Customer Satisfaction Score (CSAT) – Average rating from customer feedback.

• Error Rate – % of non-compliant interactions detected during audits.

• Report Timeliness – % of reports delivered within SLA.

• Quality Improvement Initiatives Completed – Number of initiatives implemented per quarter.

  Work Schedule:

  • Full-Time (40+ hours/week)

  • Flexibility within core business hours – Monday through Friday

  • Setting: Onsite

  • Location: The Enterprise Building Near Thokar Niaz Baig Lahore