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
Published: 2025-09-16
Application Deadline: 2025-09-23
Education:
- 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.
Requirements:
- At least 5 years
- The applicants should have experience in the following business area(s): Call Center
Skills Required:
Additional Requirements:
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.
Responsibilities & Context:
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.
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
Interested By University
| University | Percentage (%) |
|---|---|
| National University | 11.95% |
| University of Dhaka | 5.35% |
| Jagannath University | 2.77% |
| Jahangirnagar University | 2.58% |
| Daffodil International University (DIU) | 2.01% |
| Southeast University | 1.82% |
| Stamford University Bangladesh | 1.63% |
| University of Rajshahi | 1.43% |
| East West University | 1.43% |
| University of Chittagong | 1.34% |
Interested By Age Range
| Age Range | Percentage (%) |
|---|---|
| 20-30 | 53.92% |
| 31-35 | 32.41% |
| 36-40 | 9.94% |
| 40+ | 3.44% |
Interested By Salary Range
| Salary Range | Percentage (%) |
|---|---|
| 0-20K | 4.78% |
| 20K-30K | 29.25% |
| 30K-40K | 29.92% |
| 40K-50K | 14.72% |
| 50K+ | 21.32% |
Interested By Experience Range
| Experience Range | Percentage (%) |
|---|---|
| 0 years (Freshers) | 13.00% |
| 0.1 - 1 years | 6.41% |
| 1.1 - 3 years | 20.55% |
| 3.1 - 5 years | 18.83% |
| 5+ years | 41.20% |
