Sr. Executive, Call Center QA & Monitoring

Job Description

Title: Sr. Executive, Call Center QA & Monitoring

Company Name: উপায় (UCB Fintech Company Limited)

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ At least 5 year(s)
∎ The applicants should have experience in the following area(s): Call Centre Operation, Call Centre Supervision/ Management, QA in Call Centre

Job Responsibilities:
∎ Independently monitor and evaluate call center agent performance through call audit/call calibration on, periodic basis.
∎ Regular briefing recommendations for our vendor/partners in efforts to provide the highest level of quality assurance to our customers.
∎ Providing coaching and developing plans for learning and skills development.
∎ Monitoring work from home (WFH) agents (when required).
∎ Identify the scope of improvement in customer experience and follow-up that the required initiates are being implemented.
∎ The effort to progress Customer Satisfaction (CSAT)/Net Promotor Score (NPS).
∎ Develop training recommendations for our vendor/partners in effort to provide the highest level of quality assurance to our customers.
∎ Compile “voice of customer” and also provide input w.r.t. new product/service ideas.
∎ Carry out ad-hoc activities to ensure service quality.

Additional Requirements:
∎ Minimum 5 years of experience in Call Centre operation - at least 2 years in team-leader role in the service industry (Telecom/Financial institution/ Tech-based service provider/BPO).***
∎ Experience in Telecom/ Financial Institutions/ Service industry- preferred.
∎ Hands-on experience at QA in the call center.
∎ Analytical ability to examine problems effectively and recommend solutions.
∎ Ability to work under stress.

Salary: Negotiable

Job Source: Online Job Posting.

Application Deadline: 14 Oct 2021

Company Information:
∎ 4 Oct 2021
∎ উপায় (UCB Fintech Company Limited)
∎ Address : UCB HQ (Plot - CWS- (A)-1, Road No - 34, Gulshan Ave, Dhaka 1212)
∎ Business : Mobile Financial Services

Category: Customer Support/Call Centre