Quality Assurance (Call Center Operations – TELCO)

Job Description

Title: Quality Assurance (Call Center Operations – TELCO)

Company Name: Intellier LTD.

Vacancy: 2

Age: 22 to 32 years

Job Location: Dhaka (Kawran Bazar)

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service, Call Center

• Bachelor/Honors

• 1 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service, Call Center

• Age 22 to 32 years

• Bachelor's degree from a recognized university.

• Minimum 1–2 years of experience in Quality Assurance within a Call Center/BPO environment (TELCO experience preferred).

• Strong communication skills in Bangla and English.

• Good analytical and reporting skills.

• Proficiency in Microsoft Excel, Word, and PowerPoint.

• Ability to work under pressure and meet deadlines.

• Monitor and evaluate inbound and outbound customer calls.

• Conduct quality audits and provide constructive feedback to agents.

• Identify performance gaps and recommend improvement plans.

• Prepare daily, weekly, and monthly QA reports.

• Ensure compliance with company policies, TELCO regulations, and service standards.

• Analyze customer interactions to improve customer experience.

• Work closely with Team Leaders and Operations Managers to achieve quality targets.

• Participate in calibration sessions and quality improvement projects.