Sr. Executive - Voice & Service Quality Coordinator (QC)

Job Description

Title: Sr. Executive - Voice & Service Quality Coordinator (QC)

Company Name: Caretutors Technologies Limited

Vacancy: 3

Age: 22 to 30 years

Job Location: Dhaka (Uttara Sector 4)

Salary: Tk. 20000 - 30000 (Monthly)

Experience:

• 2 to 4 years
• The applicants should have experience in the following business area(s): Educational Technology (Edtech) Startup

• Bachelor/Honors

• 2 to 4 years
• The applicants should have experience in the following business area(s): Educational Technology (Edtech) Startup

• Age 22 to 30 years
• Only Male

• Good understanding of customer service standards and professional call handling.

• Basic to good knowledge of MS Excel / Google Sheets.

• Strong analytical, observation and problem-solving skills.

• Good command of Bangla and English, both written and verbal.

• Regularly monitor and audit live and recorded customer calls to evaluate communication, tone, service quality, product knowledge and adherence to company policies and SOPs.

• Maintain and update Quality Scorecards and evaluation sheets to accurately measure individual and team performance.

• Provide regular one-on-one or team feedback to identify strengths, performance gaps and areas for improvement.

• Identify recurring service issues, customer pain points, communication gaps, and process errors and report them to management with practical solutions.
  

• Identify skill and knowledge gaps through call audits, quality scores, customer feedback and performance data.

• Work closely with Team Leaders and Management to improve call quality, customer handling and overall service standards.

• Support the development and updating of SOPs, call-handling guidelines, FAQs and service-related training materials.

• Conduct onboarding and refresher training on communication skills, call etiquette, complaint handling, customer service standards and product/service knowledge.

• Track quality performance and follow up on identified improvement areas with concerned team members.

• Prepare and submit weekly and monthly Quality Assurance reports covering quality scores, common errors, performance trends, customer issues and training outcomes.

• Recommend process improvements and quality initiatives to enhance customer satisfaction and reduce service errors.

• T/A,Performance bonus,Tour allowance,Mobile bill
• Salary Review: Yearly
• Festival Bonus: 2

Govt. Holiday