Quality Assurance Analyst – Contact Centre (Quality Monitoring & Improvement Unit)
Job Description
Title: Quality Assurance Analyst – Contact Centre (Quality Monitoring & Improvement Unit)
Company Name: Mutual Trust Bank PLC
Vacancy: --
Age: Na
Job Location: Anywhere in Bangladesh
Salary: --
Experience:
- At least 2 years
- The applicants should have experience in the following business area(s): Banks
Published: 2026-04-23
Application Deadline: 2026-05-02
Education:
Bachelor’s degree in any discipline from a UGC-approved university.
No third division/class or equivalent CGPA is allowed at any stage of the academic career.
Requirements:
- At least 2 years
- The applicants should have experience in the following business area(s): Banks
Skills Required:
Additional Requirements:
Minimum 2 years of experience in a Banking Contact Centre.
Proven experience in quality monitoring, call evaluations, and service improvement initiatives.
Candidates with prior experience as a Customer Service Executive in the MTB Contact Centre will be given preference.
Strong analytical and problem-solving skills.
Excellent communication, coaching, and counseling ability.
Ability to design training programs and development initiatives.
Knowledge of Contact Centre KPIs, quality frameworks, and monitoring tools.
Ability to manage multiple tasks with attention to detail and accuracy.
Responsibilities & Context:
Conduct gap analysis through recorded calls and perform Training Need Assessments.
Support early dispute resolution by investigating recorded calls and coordinating with relevant departments.
Design and implement action plans to improve the performance of Customer Service Executives (CSEs).
Conduct training sessions for new CSEs to build capability and service standards.
Implement quality assurance evaluation systems to measure CSE performance.
Ensure service quality through individual feedback and regular counseling of CSEs.
Coordinate with supervisors to align on team member performance and development.
Prepare call evaluations and feedback on courtesy and accuracy levels for KPI tracking.
Support Head of Contact Centre (HoCC) by meeting assigned quality targets.
Ensure smooth information flow across the Contact Centre to enhance service delivery.
Drive continuous improvement of Contact Centre service quality.
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
