Key Responsibilities:
- Monitor and evaluate inbound calls against QA scorecards, service standards, and compliance requirements.
- Assess agent performance on communication, accuracy, probing, empathy, resolution quality, and process adherence.
- Provide constructive feedback and coaching to agents and Team Leaders to improve call quality and customer experience.
- Identify recurring quality gaps, support calibration sessions and process improvement initiatives.
- Prepare regular QA reports and maintain accurate records while ensuring customer verification, data privacy, and security compliance.
Required Skills and Qualifications:
- Minimum Bachelor’s degree preferred. HSC/Diploma may be considered based on relevant experience.
- 1 year of experience in QA, call center, customer service, or telecom preferred.
- Good knowledge of inbound customer-service operations.
- Excellent communication skills in Bangla and English.
- Strong listening, analytical, and observation skills.
- Good knowledge of MS Office, especially Excel.
- Ability to provide clear and constructive feedback.
- Good understanding of customer service KPIs and quality standards.
Key Competencies:
- Quality Focus
- Attention to Detail
- Analytical Thinking
- Communication
- Coaching & Feedback
- Customer Focus
- Problem-Solving
- Objectivity & Fairness
- Teamwork
Other Information:
- Position: QA, Inbound Call Center
- Process: For a telecom company
- Department: Customer Experience / Contact Center
- Location: Kawran Bazar
- Salary: 18k-20k
Apply Process:
Please, apply on this below mail “career@intellier.com” mentioning the position name in the subject line if you are interested or
you can visit our career section of the website: www.intellier.com/career