Senior Executive - Quality Assurance (QA)- Customer Service
Job Description
Title: Senior Executive - Quality Assurance (QA)- Customer Service
Company Name: Arogga Limited
Vacancy: --
Location: Dhaka (Mirpur 10)
Salary: Tk. 18000 - 22000 (Monthly)
Experience:
∎ 2 to 4 years
Published: 13 Jun 2025
Education:
∎ Bachelor of Business Administration (BBA), Master of Business Administration (MBA)
Requirements:
Responsibilities & Context:
∎ Maintain detailed and accurate records of QA evaluations and performance metrics.
∎ Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards and customer service protocols.
∎ Participate in regular calibration sessions with key stakeholders to ensure consistency in QA evaluations and expectations.
∎ Assess call center agents' performance based on established guidelines and provide constructive feedback.
∎ Identify skill gaps and training needs; collaborate with the training department to design and implement appropriate interventions.
∎ Develop, review, and update quality assurance standards, checklists, and procedures in line with business goals.
∎ Compile and analyze QA data to identify patterns, trends, and opportunities for service improvement.
∎ Prepare and present comprehensive QA reports, highlighting findings, insights, and recommendations to management.
∎ Work closely with the call center leadership team to implement continuous quality improvement initiatives.
∎ Ensure all customer interactions comply with regulatory standards and internal policies.
∎ We are seeking a detail-oriented and proactive Senior Executive – Quality Assurance to join our Customer Service Department. The ideal candidate will be responsible for maintaining and improving the quality of customer interactions through systematic evaluation, feedback, and collaboration with stakeholders.
∎ Maintain detailed and accurate records of QA evaluations and performance metrics.
∎ Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards and customer service protocols.
∎ Participate in regular calibration sessions with key stakeholders to ensure consistency in QA evaluations and expectations.
∎ Assess call center agents' performance based on established guidelines and provide constructive feedback.
∎ Identify skill gaps and training needs; collaborate with the training department to design and implement appropriate interventions.
∎ Develop, review, and update quality assurance standards, checklists, and procedures in line with business goals.
∎ Compile and analyze QA data to identify patterns, trends, and opportunities for service improvement.
∎ Prepare and present comprehensive QA reports, highlighting findings, insights, and recommendations to management.
∎ Work closely with the call center leadership team to implement continuous quality improvement initiatives.
∎ Ensure all customer interactions comply with regulatory standards and internal policies.
Compensation & Other Benefits:
∎ Festival Bonus: 2
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka (Mirpur 10)
Company Information:
∎ Arogga Limited
∎ Address: D/15-1, Road-36, Block-D, Section-10, Mirpur, Dhaka-1216
Hot Line: 09610016778
∎ Arogga App is the first Bangladeshi app that brings prescription and healthcare services to your doorstep. Easy and efficient, with just a click of a button, upload your prescription and we will ensure safe delivery of your medicine at the earliest possible time. Arogga, brings complete prescription and healthcare products from a complete range of medicines and over-the-counter items, including vitamins, diet/fitness supplements, herbal products, mother and baby care products, beauty products, and much more. With new services in plan, Arogga will be the number one healthcare services app for Bangladesh.
Address::
∎ Address: D/15-1, Road-36, Block-D, Section-10, Mirpur, Dhaka-1216
Hot Line: 09610016778
∎ Arogga App is the first Bangladeshi app that brings prescription and healthcare services to your doorstep. Easy and efficient, with just a click of a button, upload your prescription and we will ensure safe delivery of your medicine at the earliest possible time. Arogga, brings complete prescription and healthcare products from a complete range of medicines and over-the-counter items, including vitamins, diet/fitness supplements, herbal products, mother and baby care products, beauty products, and much more. With new services in plan, Arogga will be the number one healthcare services app for Bangladesh.
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 25 Jun 2025
Category: Customer Support/Call Centre
