Quality Analyst (Night Shift – USA Process)

Job Description

Title: Quality Analyst (Night Shift – USA Process)

Company Name: TBN BD Ltd.

Vacancy: 5

Age: 25 to 36 years

Job Location: Dhaka

Salary: Tk. 22000 - 30000 (Monthly)

Experience:

• 2 to 6 years
• The applicants should have experience in the following business area(s): Overseas Companies, Call Center

• Bachelor/Honors

Bachelor’s degree in any other discipline.

• 2 to 6 years
• The applicants should have experience in the following business area(s): Overseas Companies, Call Center

• Age 25 to 36 years

• 2+ years of experience in International Campaign as QA.

• Educational Qualification Graduate / Pursuing Graduation·

• Strong analytical skills and attention to detail.

• Ability to coach agents on soft skills and process adherence.

• Proficiency in QA tools, call monitoring systems, and reporting.

• Strong communication and documentation abilities.   

• Knowledge of quality frameworks like COPC, Six Sigma (preferred).

• Experience in blended process QA preferred.

• Familiarity with audit methodologies and improvement planning.

Position Details

Process: USA (B2B & B2C Customer Support)
Shift: Night Shift
Working Hours: 7:45 PM – 5:00 AM (Rotational, 6 days a week)

Location: Shyamoli, Dhaka (Beside Shyamoli Square)

Role Overview

The selected candidate will be responsible for driving service excellence, will evaluate customer interactions, identify performance gaps, and partner with operations to enhance overall quality standards across voice, email, and chat channels.

Key Responsibilities

·       Audit voice, email, and chat interactions

·       Maintain quality scorecards and error tracking reports

·       Conduct root cause analysis and recommend improvement plans

·       Participate in calibration sessions and provide coaching feedback

·       Share weekly quality dashboards and performance insights