Quality Assurance Executive
Job Description
Title: Quality Assurance Executive
Company Name: Synesis IT
Vacancy: 1
Age: Na
Job Location: Dhaka (Kawran Bazar)
Salary: Negotiable
Experience:
- 2 to 3 years
- The applicants should have experience in the following business area(s): Call Center
Published: 1-01-01
Application Deadline: 2026-10-23
Education:
- Bachelor/Honors
Requirements:
- 2 to 3 years
- The applicants should have experience in the following business area(s): Call Center
Skills Required: Communication and interpersonal skill, Call Centre Training, Quality Assurance/ Quality Control
Additional Requirements:
Responsibilities & Context:
Monitor and evaluate customer interactions through call listening, chat reviews, email audits and quality assessments.
Conduct regular Quality Assurance (QA) evaluations using defined quality scorecards and performance standards.
Identify gaps in agent performance, customer handling, communication, process adherence and compliance.
Provide constructive and actionable feedback to Customer Service Representatives.
Conduct calibration sessions with Quality, Operations, Training and other relevant teams to ensure consistent evaluation standards.
Analyze quality scores and identify recurring trends, root causes and performance gaps.
Prepare daily, weekly, and monthly quality reports, dashboards and performance summaries.
Work with Operations and Training teams to develop coaching and improvement plans based on QA findings.
Track corrective actions and monitor improvements in agent performance.
Identify process issues affecting Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT) and other KPIs.
Ensure compliance with company policies, service procedures, regulatory requirements and data protection standards.
Participate in the development and continuous improvement of QA scorecards, SOPs, scripts and quality standards.
Escalate critical customer experience, compliance, fraud, or process-related issues to the appropriate management team.
Maintain accurate documentation of QA evaluations, feedback, coaching and corrective actions.
Support continuous improvement initiatives to enhance customer experience and operational efficiency.
Job Other Benifits:
Employment Status: Contractual
Job Work Place: Work at office
Company Information:
Gender: Both Male and Female can apply
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Category:
