About SadaPay

SadaPay is transforming financial services in Pakistan with a digital-first experience that makes managing money simple, transparent, and hassle-free. With over three-quarters of the population still unbanked, we believe financial services need a radical shift. With SadaPay, all you need is a CNIC, a phone number, and a smartphone to get started; no paperwork, no long waits. Our 2 million users have left behind their worst banking frustrations: no hidden fees, free local transfers, and a payment experience that's actually enjoyable. Pair that with friendly customer service and a vibrant debit card, and suddenly, finance doesn't just work, it feels fun! 🚀

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Why is this role important?

Every customer interaction is a moment of trust, and at SadaPay, that trust is built or broken in the quality of our conversations. As the QA Team Lead within Customer Experience, you will be the person who ensures that every chat we have with a customer, whether handled by a human agent or our automated bot, meets the standard our users deserve. You will build the systems and habits that make quality measurable, drive coaching that makes it improvable, and surface the process gaps that only someone paying close attention would catch. Your work will directly shape how millions of Pakistanis experience financial support.

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As a Sadanaut, you will:

Own the QA Program

• Design and maintain evaluation scorecards covering chat accuracy, tone, policy adherence, resolution quality, and customer experience outcomes for both human and bot interactions.
• Build and manage a structured monitoring program with consistent sampling methodology across all CX queues.
• Run regular calibration sessions with QA analysts to ensure scoring consistency and fairness.
• Track quality performance trends over time and maintain dashboards that give CX leadership real-time visibility.

Drive Bot Quality

• Develop evaluation criteria specific to automated conversations, assessing resolution accuracy, unnecessary deflections, intent recognition failures, and the quality of handoffs to human agents.
• Conduct regular audits of bot conversations to identify failure patterns and surface recommendations for bot improvement.
• Collaborate with product and technology teams to translate QA findings into actionable bot refinements.

Coach and Develop the Team

• Lead a team of QA analysts, setting clear expectations, managing workload, and developing each analyst professionally.
• Ensure every monitoring finding is translated into structured, actionable feedback at the individual agent level.
• Partner with CX team leads to build and track coaching plans that close quality gaps identified through audits.
• Foster a feedback culture where quality findings are treated as development opportunities, not punishments.

Recommend SOP Updates

• Identify when quality failures are systemic rather than individual and escalate them through the right channels.
• Prepare formal, evidence-based recommendations for SOP updates, training interventions, or process changes.
• Collaborate cross-functionally with CX operations, training, compliance, and product to implement and track those changes.
• Measure the impact of every process change against quality benchmarks to confirm it is delivering lasting improvement.

Report and Align

• Own regular quality reporting for CX leadership, presenting trends, risk areas, and improvement progress with clarity and data.
• Build tracking tools that give team leads ongoing visibility into quality scores between formal reporting cycles.
• Work closely with the Head of Customer Experience and other CX stakeholders to keep quality priorities aligned with business goals.

What it takes to become a Sadanaut:

• 3 to 4 years of experience in a QA or quality monitoring role within a customer support or contact center environment, with at least one year in a supervisory capacity.
• Direct, hands-on experience reviewing and scoring chat-based customer interactions is essential.
• Experience evaluating both human associates and automated or bot conversations is a strong advantage.
• Proficiency in Excel or Google Sheets, including scorecards, trackers, and reporting dashboards.
• Familiarity with Intercom or similar chat-based CX platforms such as Zendesk or Freshdesk.
• Strong written communication skills with the ability to deliver constructive feedback clearly and professionally.
• A bachelor's degree in business administration, communications, or a related field.
• Background in fintech, digital banking, or financial services is preferred.
• Bonus: familiarity with quality management certifications such as Six Sigma or COPC.

Perks of being at SadaPay:

• USD-Denominated Salary: At SadaPay, all salaries are pegged to USD to help protect team members from inflation. If the dollar depreciates against the PKR, you'll always receive a minimum payment equal to your PKR salary.
• Remote-First Work Culture: We're a remote-first company, allowing our team to work from the office, from home, or anywhere they choose. Teams may coordinate internally to determine if occasional office presence is needed.
• Flexible Leave Policy: We offer a flexible leave policy to support a sustainable work-life balance. We trust our colleagues to manage their work and leave responsibly.
• Comprehensive Insurance Coverage: Every Sadanaut, regardless of grade, receives Life and Medical Insurance (covering both outpatient and inpatient care), including immediate family and parents.
• Provident Fund Contributions: Provident fund contributions are provided to all team members to support their financial growth.
• Technology and Resources: Each colleague receives a laptop and additional resources relevant to their role to ensure they can work efficiently and comfortably.

Equal Opportunity Provider:

At SadaPay, we are committed to fostering an inclusive environment where everyone feels welcome and valued. We strive to make every Sadanaut feel comfortable and respected in the workplace. Discrimination of any kind has no place here; instead, we promote a culture of respect and mutual support among colleagues. Our recruitment process is built on fairness and equality for all, irrespective of race, age, gender, color, religion, social status, disability, or ethnicity.

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