Senior Executive - Quality Assurance

1. Conduct daily call audits using a defined QA scorecard. 2. Evaluate script adherence, product knowledge, communication, objection handling, compliance, and resolution quality. 3. Identify quality gaps and provide actionable feedback to agents and Team Leads. 4. Maintain QA records and prepare periodic quality reports. 5. Escalate critical issues such as compliance breaches, mis-selling, and misinformation. 6. Analyse QA data to identify trends, root causes, and business impact. 7. Collaborate with Team Leads and Trainers on coaching and refresher training. 8. Conduct regular QA calibration to ensure scoring consistency. 9. Recommend improvements to scripts, QA standards, and SOPs based on audit findings. 10. Track team and individual quality trends and proactively highlight risks.

1. 4–5 years of experience in a call center/telesales environment, with prior exposure to call quality auditing, monitoring and training. 2. Strong understanding of call center KPIs, customer interaction standards, and coaching frameworks. 3. Strong reporting and data analysis skills — able to build trackers, scorecards, and dashboards from raw audit data. 4. Proficient in Excel/Google Sheets (pivot tables, formulas, charts) for trend analysis and reporting; familiarity with Google Data Studio/Power BI is a plus. 5. Strong communication skills in Bangla and English (spoken and written). 6. Experience in an e-commerce or marketplace telesales environment. 7. Familiarity with compliance/regulatory requirements in outbound sales calling. 8. Prior experience with call recording/monitoring tools (e.g., dialer software, CRM) is mandatory.