Quality Analyst

Job Context:

Riseup Labs looking for a Quality Analyst to monitor and evaluate call center interactions, ensuring service excellence and compliance with standards. The role involves analyzing customer calls, providing feedback to agents, and recommending improvements. Strong analytical skills, attention to detail, and experience in call center quality assurance are essential.

Job Responsibilities:

• Monitor and evaluate agent performance through live call monitoring and quality assessments.
• Auditing Calls and Check QA Parameters, Good Knowledge on Call Center IB/OB Scripts, Expertise on Amending Scripts while necessary according to Clients Concern.
• Provide feedback and coaching, mentoring, Brush-up to agents to address performance gaps and maintain high service standards.
• Reporting to Ops upon proper Quality Score Gap Analysis and prepare Session Schedule.
• Collaborate with subject matter experts to create comprehensive training materials and modules for running campaigns
• Design and update training manuals, presentations, and resources to ensure they reflect the latest industry standards and company policies.
• Conduct orientation and onboarding training for new call center agents, introducing them to the company culture, values, and campaign specifics.
• Deliver training sessions on product knowledge, call handling techniques, and customer service etiquette.
• Provide continuous training to existing call center agents to enhance their skills and knowledge.
• Develop and implement refresher courses and skill-building exercises to improve agent performance.
• Ensure agents have a strong understanding of running campaigns and can assist Operation and HR team effectively.

Educational Requirements:

• Minimum Bachelor’s Degree in any discipline from any reputed public or private university.

Additional Requirements:

• Proven work experience in Quality Assurance
• Minimum Bachelor’s Degree in any discipline from any reputed public or private university.
• Minimum 1-2 years of experience in Quality Assurance -International BPO
• Must have proficient computer knowledge, MS package efficiency
• Candidates in Uttara / Nearby will be given preference.

Workplace: 

• Uttara, Dhaka

Working Hours:

• Roaster Basis (Night Shift)

Salary: 

• Negotiable

Compensation & Other Benefits:

• Supportive work environment
• Long-term career development plan
• Performance/KPI bonus
• Attendance bonus
• Overtime allowance
• Fully subsidized meal
• Monthly engagement programs
• Reward and recognition programs
• Two days weekly off (based on campaign nature)
• Unlimited tea and coffee
• Monthly Birthday celebrations
• Iftar during Ramadan and annual Iftar event (Optional)
• Eid Salami (Optional)

The Application Process:

• Telephone Round.
• Interview with the Operation Manager & HR.
• Final Interview with the CEO.
• Job Offer.