Quality Assurance- BPO (Project Based)

Job Context:

Riseup Labs looking for an Quality Assurance Executive, who is responsible for monitoring and evaluating inbound customer interactions to ensure compliance with client standards, company policies, and quality benchmarks. The QA Executive provides actionable feedback and supports continuous improvement initiatives.

Job Responsibilities:

• Monitor inbound customer interactions (calls, chats, or emails, as applicable).
• Evaluate agent performance using quality scorecards.
• Provide constructive feedback to agents and Team Leaders.
• Identify trends, knowledge gaps, and process improvement opportunities.
• Conduct calibration sessions with Operations and Training teams.
• Prepare daily, weekly, and monthly QA reports.
• Track quality KPIs and recommend corrective actions.
• Ensure compliance with client requirements and internal quality standards.
• Assist in developing quality documentation and evaluation forms.
• Participate in process improvement initiatives.
• Support refresher training based on QA findings.

Required Qualifications:

• HSC/A-Level/Graduation in any discipline (preferred).
• Minimum 1-2 years of experience in a Call Center/BPO environment.
• Previous experience as a QA Executive or Quality Analyst.
• Strong understanding of inbound customer service quality standards.
• Excellent listening and analytical skills.
• Strong written and verbal English communication.
• Proficiency in Microsoft Excel and reporting tools.

Preferred Skills

• Quality calibration.
• Root Cause Analysis (RCA).
• Coaching and feedback delivery.
• Attention to detail.
• Data analysis and reporting.
• Knowledge of COPC or similar quality frameworks (preferred).

Employment Type:

• Contractual (20-30 days)

Workplace: 

• Uttara, Dhaka

Working Hour:

• 07.00 PM- 04.30 AM

Salary: 

• Negotiable

Compensation & Other Benefits:

• Weekly Holidays (Saturday and Sunday)
• Fully Subsidised Lunch/Dinner.

The Application Process:

• Telephone Round.
• Interview with the Operations Manager & Talent Acquisition Team.
• Job Offer.

N.B.: Only shortlisted candidates will be communicated in the recruitment process.