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Quality Assurance Executive
Location:
Dhaka
Description:
Job Title: Quality Assurance Executive (Remote) Location: [Bangladesh] Job Overview: We are seeking a highly motivated and detail-oriented Quality Assurance Executive to join our team in Bangladesh. The successful candidate will play a crucial role in maintaining and enhancing the quality of our customer interactions through effective monitoring and analysis. The position involves devising sampling procedures, call/chat monitoring, providing trend data, and ensuring adherence to quality standards. Responsibilities: Sampling Procedures and Data Recording: Devise comprehensive sampling procedures for internal and external interactions. Provide clear directions for recording and reporting quality data. Call/Chat Monitoring: Perform regular call and chat monitoring to evaluate customer interactions. Provide trend data to the department Team Lead/Assistant Manager/Manager. Review call/chat trends and promptly notify relevant stakeholders of any observed irregularities. Quality Standards and Formats: Actively participate in the formation of call/chat monitoring formats and quality standards. Offer new suggestions to enhance existing monitoring processes. Performance Tracking: Utilize the QA Portal system to compile and track team and individual performance. Monitor tickets/emails and associated systematic work operations based on derived samples. Staff Development: Ensure that staff maintains high-quality voice/text communication and possesses adequate product knowledge. Proactively identify and address training needs to enhance staff performance. Customer Focus: Play a proactive role in identifying customer needs and expectations. Provide insights and recommendations to improve customer satisfaction. Recommendations and Reporting: Provide detailed recommendations against highlighted observations to improve work practices. Prepare and analyze quality reports, sharing findings with relevant authorities. Perform monitoring of tickets/emails, their responses, and systematic work operations associated with the derived samples of calls/chats and/or on a random basis. Proactively play his/her role in identifying customer needs and expectations. Provide recommendations against the highlighted observations to improve conventional work practices. Goal Achievement: Strive to achieve daily, monthly, and annual quality assurance goals. Work collaboratively with the team to continuously improve performance metrics. Professional Conduct: Exercise rational judgment and avoid undue favours in the evaluation process. Other Duties: Perform any other duties as assigned by the management. Qualifications: Must have a minimum Bachelor's degree. Must have 2 to 3 years of Quality Assurance experience in service industry (Financial Industry experience will be prefered) Strong analytical and problem-solving skills. Excellent communication, presentation and interpersonal skills. Proficient in using quality assurance tools and systems. Proficient in Microsoft Office tools (i.e., PowerPoint, Word, Excel and Google Suit). Strong focus on the “why” and the “how.” Build and maintain interpersonal relationships. Prioritize multiple responsibilities to meet deadlines. Ability to work with different personalities, learning styles, objectives, and strengths to motivate and drive the best solutions. Collaborative, non-confrontational, engaging, and verbal communication style that promotes growth. Positive attitude in and out of the workplace. Self-starter with the ability to thrive with minimal supervision. Knowledge of compliance risks related to the financial industry and a call centre. Must have a dedicated place at home where working decorum can be maintained. Must have a fast Internet facility to do work from home. If you are passionate about maintaining high-quality standards and contributing to the overall success of our customer service operations, we encourage you to apply. About Us: Money Transfer is a UK-based company headquartered in Manchester, United Kingdom. The company is an online remittance service provider for customers from the UK, Canada, Australia, and the European Union, including Switzerland. The company is a parent company in a group of companies with a diversified portfolio, including digital wallet services in the UK and real estate, advertising businesses, and software solutions in Pakistan.Powered by JazzHR
Company:
Ace Money Transfer
Posted:
February 3 on The Resumator
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