Job Description
Title: Senior Officer, Total Quality Assurance (TQA)
Company Name: Sheba.xyz Services Limited
Vacancy: 1
Location: Dhaka (Mohakhali)
Experience:
∎ 2 to 3 years
∎ Freshers are also encouraged to apply.
Published: 22 Aug 2024
Education:
∎ Bachelor/Honors
Requirements:
Responsibilities & Context:
∎ Sheba Platform Limited is a fintech-enabled platform for small businesses in Bangladesh. As we anticipate a 50X revenue growth in the next 5 years, our mission is to revolutionize the way people work and live by innovating and contributing significantly to the startup ecosystem in Bangladesh.
∎ Role Overview: As a Senior Officer in the Total Quality Assurance (TQA) Team, you will play a crucial role in ensuring the highest standards of service quality and customer satisfaction. This position requires a detail-oriented professional with strong analytical skills and the ability to manage complex complaints and quality assurance processes.
∎ Key Responsibilities:
∎ Analyze and resolve complex customer and service partner complaints, identifying root causes and implementing effective solutions.
∎ Counsel underperforming partners, providing targeted feedback and support to enhance their performance.
∎ Audit internal service orders and evaluate complaint resolution processes to ensure adherence to quality standards.
∎ Drive the achievement of company OKRs (Objectives and Key Results) and contribute to meeting overall business targets.
∎ Develop and enforce comprehensive quality standards and procedures to ensure consistent, high-quality performance across the organization.
∎ Analyze complaint trends and patterns, proposing corrective actions to prevent future issues.
∎ Design, develop, and implement training programs to address organizational needs and improve employee skills and performance.
∎ Prepare and present reports on training outcomes, quality performance, and improvement initiatives to the supervisor.
∎ Provide guidance and support to managers and employees on training and quality-related matters.
∎ Skills and Experience We Value:
∎ Minimum of 4 years of experience in complaint management or customer service, with at least 2 years in a senior role.
∎ Proven experience in handling complex and sensitive complaints with strong problem-solving skills.
∎ Strong analytical skills with experience in data analysis and report generation.
∎ Ability to handle high-pressure situations with professionalism and composure.
∎ Excellent communication and interpersonal skills, with a strong focus on customer satisfaction and quality improvement.
∎ We are looking for individuals who believe in our vision and are ready to contribute towards it. We value the right fit over top talent and are seeking people who are:
∎ Ready to lead and energize the team.
∎ Comfortable with a continuously evolving work environment.
∎ Passionate about innovation and contributing to the growth of Bangladesh's startup ecosystem.
∎ Resilient and determined to overcome challenges and make things work.
∎ At Sheba Platform Limited, we promote a culture of diversity, equity, and inclusion. We believe in creating an environment that fosters fun, excitement, and creativity, essential for our success. If you meet the above requirements and are excited to join us on this journey, apply through LinkedIn now and be a part of our dynamic and innovative team at Sheba Platform Limited!
∎
Employment Status: Full Time
Job Location: Dhaka (Mohakhali)
Company Information:
∎ Sheba.xyz Services Limited
∎ #House 454, Road 31, Mohakhali, Dhaka-1206
∎ www.sheba.xyz
∎ Sheba.xyz Services limited ( a concern of Sheba Platform Limited) is Bangladesh’s first and biggest online service marketplace with 15,000+ service providers catering to the needs of 100K+ families. We started in 2016 and gradually grew to 241+ services being offered on our platform. Be it cleaning, plumbing, electronic repair, chauffeur services, car rental, air-con, home and office shifting or at-home salon services, Sheba.xyz is connecting the growing number of urban households to professional providers at the click of a button. We provide training, certification, business management assistance, and quality assurance to keep generating demand for our service providers. We also have dedicated teams who work relentlessly to ensure high customer satisfaction, keeping this at the center of our focus.
Address::
∎ #House 454, Road 31, Mohakhali, Dhaka-1206
∎ www.sheba.xyz
∎ Sheba.xyz Services limited ( a concern of Sheba Platform Limited) is Bangladesh’s first and biggest online service marketplace with 15,000+ service providers catering to the needs of 100K+ families. We started in 2016 and gradually grew to 241+ services being offered on our platform. Be it cleaning, plumbing, electronic repair, chauffeur services, car rental, air-con, home and office shifting or at-home salon services, Sheba.xyz is connecting the growing number of urban households to professional providers at the click of a button. We provide training, certification, business management assistance, and quality assurance to keep generating demand for our service providers. We also have dedicated teams who work relentlessly to ensure high customer satisfaction, keeping this at the center of our focus.
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 31 Aug 2024
Category: Customer Support/Call Centre
