Senior Executive, Service Quality

Job Description

Title: Senior Executive, Service Quality

Company Name: Ghorer Bazar

Vacancy: 05

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience: --

Published: 2026-07-25

Application Deadline: 2026-08-24

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

• Periodically monitoring and auditing live and recorded customer interactions (calls, Facebook Messenger, WhatsApp chats) to evaluate tone, communication etiquette, product knowledge, and adherence to company policies

• Maintaining and updating quality scoring metrics and evaluation sheets to measure agent performance accurately

• Conducting regular one-on-one or team feedback sessions with agents to highlight areas of strength and constructive areas for improvement

• Identifying recurring service gaps, customer pain points, or agent process errors and reporting them to management with actionable solutions

• Identifying skill and knowledge gaps within the customer service team through QA audits and performance data

• Creating, updating, and refining training materials, SOPs (Standard Operating Procedures), and product knowledge guides (especially regarding organic food benefits, sourcing, and return policies)

• Conducting comprehensive onboarding training for new hires and ongoing refresher training for existing team members on soft skills, complaint handling, and product technicalities

• Compiling weekly and monthly Quality Assurance reports highlighting team performance trends, error rates, and training impacts

• Aligning quality assurance scores with Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) to ensure the team meets overall brand objectives

• Salary Review: Yearly
• Festival Bonus: 2