Senior Executive - Quality Assurance

Job Description

Title: Senior Executive - Quality Assurance

Company Name: Bikroy Marketplace Ltd.

Vacancy: 1

Age: At least 20 years

Job Location: Dhaka

Salary: --

Experience:

Published: 2026-09-07

Application Deadline: 2026-10-07

Education:

Requirements:

Skills Required:

Additional Requirements:

• Age At least 20 years

• Bachelor's degree in any discipline (Business/BBA preferred)

• 4–5 years of experience in a call center/telesales environment, with prior exposure to call quality auditing, monitoring and training.

• Strong understanding of call center KPIs, customer interaction standards, and coaching frameworks.

• Strong reporting and data analysis skills — able to build trackers, scorecards, and dashboards from raw audit data.

• Proficient in Excel/Google Sheets (pivot tables, formulas, charts) for trend analysis and reporting; familiarity with Google Data Studio/Power BI is a plus.

• Strong communication skills in Bangla and English (spoken and written).

• Experience in an e-commerce or marketplace telesales environment.

• Familiarity with compliance/regulatory requirements in outbound sales calling.

• Prior experience with call recording/monitoring tools (e.g., dialer software, CRM) is mandatory.

About the Role

Bikroy Marketplace Limited is looking for a detail-oriented Senior Executive – QA to audit and evaluate the quality of calls handled by the Telesales team. You will monitor live and recorded calls, score them against defined quality parameters, identify coaching needs, and help drive continuous improvement in customer interaction standards across the sales floor.

Job Responsibilities:

• Conduct daily call audits (live and recorded) for Telesales agents against a defined QA scorecard.

• Evaluate calls on parameters such as script adherence, product knowledge, tone/etiquette, objection handling, compliance, and resolution quality.

• Identify recurring quality gaps and share actionable, structured feedback with agents and Team Leads.

• Maintain accurate QA audit records/trackers and prepare periodic quality reports for management.

• Flag critical errors (compliance breaches, mis-selling, misinformation) immediately per escalation process.

• Analyse audit data to identify trends, root causes of quality gaps, and their impact on conversion/customer satisfaction.

• Collaborate with Team Leads/Trainers to design coaching plans and refresher training based on audit trends.

• Calibrate scoring regularly with other QA auditors and Team Leads to ensure consistency.

• Recommend updates to call scripts, QA parameters, or SOPs based on audit findings.

• Track individual and team-level quality trends over time and highlight risks proactively.