Quality Assurance (QA) Analyst - Contact Centre

Job Description

Title: Quality Assurance (QA) Analyst - Contact Centre

Company Name: Mutual Trust Bank PLC

Vacancy: 1

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): Call Center

• Bachelor/Honors

• The candidate must be from a UGC-approved university.

• No third division/class or equivalent CGPA is allowed at any stage of the academic career.

• At least 5 years
• The applicants should have experience in the following business area(s): Call Center

• Experience in Contact Centre quality assurance, including call monitoring/evaluations, KPI-aligned rubrics, training/enablement, evidence-based dispute handling, and audit readiness.

• Sharp analytical judgment; meticulous documentation and evidence control.

• Clear written/verbal feedback style with coaching plans and measured outcomes.

• Familiarity with QA frameworks, call-recording/monitoring tools, and KPI constructs.

• Competence in trend analysis and reporting (Excel/BI), root-cause diagnosis, and CI tracking.

• High standards of confidentiality/compliance and proactive cross-team information flow.

Elevate service quality through fair, KPI-aligned call evaluations, targeted coaching/training, and evidence-based improvement actions that strengthen compliance and customer experience.

• Call Monitoring & Evaluation: Assess recorded calls (including random samples) using KPI-aligned rubrics; document/score findings and produce QA insights.

• Gap Analysis & TNA: Perform root-cause/gap analyses and Training Needs Assessments; design/execute corrective action plans with owners and timelines.

• Coaching & Enablement: Deliver structured feedback/counseling; support new-hire training and quality ramp-up with measurable follow-ups.

• Early Dispute Resolution: Investigate calls for early dispute resolution; coordinate with stakeholders using call evidence; maintain auditable logs.

• Reporting, Audit & CI: Track actions/outcomes; escalate systemic issues; publish periodic QA reports; support HoCC targets, framework upkeep, and audit readiness.