Quality Analyst

Job Context:

Riseup Labs is looking for “Quality Analyst” for a few international campaigns.

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:

• Required Quality Analyst will have to work at Night SHIFT from 9.00 PM - 6:00 AM (Night Shift)
• Proven work experience in Quality Assurance
• Minimum Bachelor’s Degree in any discipline from any reputed public or private university.
• Minimum 2+ years of experience in Call Center
• Must have proficient computer knowledge, MS package efficiency
• Candidates in Uttara / Nearby will be given preference.

Workplace: 

• Uttara, Dhaka

Working Hours:

• 9.00 PM - 6:00 AM (Night Shift)

Salary: 

• Negotiable

Compensation & Other Benefits:

• Weekly Holidays (Saturday and Sunday)

The Application Process:

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