Manager / Quality Assurance Analyst / Supervisor (Inbound) at Contact Centre
Job Description
Title: Manager / Quality Assurance Analyst / Supervisor (Inbound) at Contact Centre
Company Name: Mutual Trust Bank PLC
Vacancy: 3
Age: Na
Job Location: Dhaka
Salary: --
Experience:
- At least 3 years
- The applicants should have experience in the following business area(s): Call Center
Published: 2025-09-16
Application Deadline: 2025-09-23
Education:
The candidate must be from a UGC-approved university.
No third division/class or equivalent CGPA is allowed at any stage.
Requirements:
- At least 3 years
- The applicants should have experience in the following business area(s): Call Center
Skills Required:
Additional Requirements:
Experience in a Contact Centre environment spanning one or more of: operations leadership, inbound supervision, QA/evaluations, workforce/roster planning, SLA/KPI analytics, call monitoring, escalation handling, performance appraisals/coaching, and compliance-aligned processes.
Team leadership & coaching; clear communication (Bangla & English).
Analytical/reporting proficiency (Excel/BI basics).
Customer-first mindset with integrity and compliance orientation.
Working knowledge of ACD/IVR/call-recording and QA frameworks.
Responsibilities & Context:
a) Manager — Contact Centre
Service delivery & KPIs: Own day-to-day operations and SLA/KPI attainment; analyze monthly KPI reports and trend lines for teams/CSEs; use reports/statistics for data-driven decisions and continuous improvement.
Workforce planning: Build rosters/shift plans; manage leave and real-time coverage to maintain optimal staffing and service continuity.
Quality governance: Run regular call-monitoring regimes; minimize errors; enforce procedures and compliance.
People & performance: Coach and motivate TLs/Supervisors; conduct annual appraisals for Inbound, Outbound & Ops Support; lead staff meetings/huddles; drive engagement/recognition.
Collaboration & targets: Monitor team/centre performance to spot trends; work with HoCC/management to deliver departmental goals.
b) Quality Assurance Analyst
Monitoring & evaluation: Evaluate recorded calls (including random samples); prepare KPI-aligned evaluation sheets; score/document findings.
Gap analysis & TNA: Run gap analyses and Training Needs Assessments; design and execute corrective action plans.
Coaching & enablement: Provide structured feedback and individual counseling; deliver training for new CSEs and support quality ramp-up.
Dispute resolution: Conduct call-based investigations for early dispute resolution; coordinate with stakeholders using call evidence.
Reporting & CI: Track actions/outcomes; escalate systemic issues; ensure smooth information flow; support HoCC quality targets.
c) Supervisor — Contact Centre (Inbound)
Queue & SLA management: Monitor queues/volumes/AHT/service levels; ensure professional handling of queries; manage escalations/complex cases.
Workforce execution: Plan day schedules/breaks; ensure adherence; track attendance and daily workforce statistics/metrics.
Quality & compliance: Enforce procedures; run regular call monitoring and error-reduction activities.
Performance rhythm: Maintain monthly tracking/scorecards; run huddles and feedback sessions; coach/motivate CSEs; drive engagement (contests/recognition).
Collaboration: Partner with management to achieve team/department goals and contribute to reporting.
Job Other Benifits:
Employment Status: Full Time
Job Work Place: Work at office
Company Information:
Gender: Male and Female can apply
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Category: Bank/ Non-Bank Fin. Institution
Interested By University
| University | Percentage (%) |
|---|---|
| National University | 12.76% |
| University of Dhaka | 5.61% |
| Jagannath University | 3.06% |
| Daffodil International University (DIU) | 3.06% |
| University of Chittagong | 2.55% |
| North South University | 2.04% |
| Government titumir college | 1.53% |
| Southeast University | 1.53% |
| American International University Bangladesh (AIUB) | 1.53% |
| University of Rajshahi | 1.53% |
Interested By Age Range
| Age Range | Percentage (%) |
|---|---|
| 20-30 | 46.43% |
| 31-35 | 33.16% |
| 36-40 | 15.82% |
| 40+ | 4.59% |
Interested By Salary Range
| Salary Range | Percentage (%) |
|---|---|
| 0-20K | 4.59% |
| 20K-30K | 32.14% |
| 30K-40K | 23.47% |
| 40K-50K | 12.24% |
| 50K+ | 27.55% |
Interested By Experience Range
| Experience Range | Percentage (%) |
|---|---|
| 0 years (Freshers) | 7.14% |
| 1.1 - 3 years | 17.35% |
| 3.1 - 5 years | 29.08% |
| 5+ years | 46.43% |
