Job Description
Title: Quality Analyst (Night Shift)
Company Name: Rise Up Labs
Vacancy: 01
Location: Dhaka (Uttara)
Minimum Salary: Negotiable
Experience:
∎ 2 to 3 years
∎ The applicants should have experience in the following business area(s):Training Institutes, Software Company, IT Enabled Service, Call Center
Published: 28 Aug 2024
Education:
∎ Bachelor/Honors
Requirements:
Responsibilities & Context:
∎ Monitor and evaluate agent performance through live call monitoring and quality assessments.
∎ Auditing Calls and Check QA Parameters, Good Knowledge on Call Center IB/OB Scripts, Expertise on Amending Scripts while necessary according to Clients Concern.
∎ Provide feedback and coaching, mentoring, Brush-up to agents to address performance gaps and maintain high service standards.
∎ Reporting to Ops upon proper Quality Score Gap Analysis and prepare Session Schedule.
∎ Collaborate with subject matter experts to create comprehensive training materials and modules for running campaigns
∎ Design and update training manuals, presentations, and resources to ensure they reflect the latest industry standards and company policies.
∎ Conduct orientation and onboarding training for new call center agents, introducing them to the company culture, values, and campaign specifics.
∎ Deliver training sessions on product knowledge, call handling techniques, and customer service etiquette.
∎ Provide continuous training to existing call center agents to enhance their skills and knowledge.
∎ Develop and implement refresher courses and skill-building exercises to improve agent performance.
∎ Ensure agents have a strong understanding of running campaigns and can assist Operation and HR team effectively.
∎ Monitor and evaluate agent performance through live call monitoring and quality assessments.
∎ Auditing Calls and Check QA Parameters, Good Knowledge on Call Center IB/OB Scripts, Expertise on Amending Scripts while necessary according to Clients Concern.
∎ Provide feedback and coaching, mentoring, Brush-up to agents to address performance gaps and maintain high service standards.
∎ Reporting to Ops upon proper Quality Score Gap Analysis and prepare Session Schedule.
∎ Collaborate with subject matter experts to create comprehensive training materials and modules for running campaigns
∎ Design and update training manuals, presentations, and resources to ensure they reflect the latest industry standards and company policies.
∎ Conduct orientation and onboarding training for new call center agents, introducing them to the company culture, values, and campaign specifics.
∎ Deliver training sessions on product knowledge, call handling techniques, and customer service etiquette.
∎ Provide continuous training to existing call center agents to enhance their skills and knowledge.
∎ Develop and implement refresher courses and skill-building exercises to improve agent performance.
∎ Ensure agents have a strong understanding of running campaigns and can assist Operation and HR team effectively.
Skills & Expertise:
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka (Uttara)
Company Information:
∎ Rise Up Labs
∎ Floor-B6-B7, Plot-35, Sonargaon Janapath Road, Sector-07, Uttara, Dhaka-1230, Bangladesh
Address::
∎ Floor-B6-B7, Plot-35, Sonargaon Janapath Road, Sector-07, Uttara, Dhaka-1230, Bangladesh
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 27 Sep 2024
Category: Customer Support/Call Centre
