Executive, Quality Assurance (Tele-sales & Customer Experience) at Shikho Technologies Bangladesh Ltd

Dhaka, Dhaka, Bangladesh -

Full Time

Start Date

Immediate

Expiry Date

28 Mar, 26

Salary

21000.0

Posted On

28 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Tele-sales, Customer Experience, Call Monitoring, Performance Analysis, Compliance, Training, Coaching, Feedback, Analytical Skills, Communication Skills, Google Workspace, Detail-oriented, Proactive, Structured Mindset

Industry

E-Learning

Description

The Role: Shikho is looking for a Quality Assurance Executive, ensuring excellence across both Tele-sales and Customer Experience teams. You will play a critical role in monitoring, analyzing, and improving frontline performance to deliver consistent quality and customer satisfaction. Key Responsibilities: Call Monitoring: • Audit Tele-sales and Customer Experience teams' calls for script adherence, sales skill, product knowledge, empathy, and service standards. Performance Analysis: • Collect and analyze call data to identify trends. • Provide constructive feedback to enhance representative skills. • Share insights with team managers for improvement. Compliance & Training: • Ensure adherence to company policies and industry regulations. • Collaborate with training teams to design refresher programs and knowledge sessions. Quality Standards: • Define and maintain KPIs for Tele-sales and Customer Experience Team. • Update QA processes and guidelines regularly. Coaching & Feedback: • Conduct one-on-one coaching sessions to improve techniques and customer interactions. Reporting: • Prepare detailed reports highlighting strengths, gaps, and recommendations. Customer Feedback Analysis: • Review customer feedback to identify opportunities for service enhancement. Qualifications and Skills: • Minimum 1 year of experience in QA, Training, or Call Center operations. • Strong analytical and communication skills. • Proficiency in Google Workspace tools. • Detail-oriented, proactive, and structured mindset. The Important Bits: - Job type: Full Time - Department: Quality Assurance and Training - Location: Dhaka, Bangladesh - Salary: 17k to 21k (Negotiable Based on Experience) - Working Days: 5 days a week, from Sunday to Thursday - Other Benefits: Festival Bonus, Group Life & Medical Insurance, Annual Leave, Leave Encashment, Annual Performance Review, etc. About Shikho: Shikho is a Bangladeshi education technology start-up with a mission to democratise access to high-quality education. It has so far raised $8 million USD of international funding from global venture capitalists in Singapore and America, the highest for a Bangladeshi seed-stage startup and the highest in education technology for the country. Investors include education technology investment specialists Learn Capital from Silicon Valley, regional experts Wavemaker Partners from Singapore along with the Family Office of Singtel Chairman and local partner SAJIDA Foundation. Shikho aims to build a holistic learning ecosystem for a digitally enabled Bangladeshi student population, across primary, secondary, and tertiary education. Shikho in the News: Startup Bangladesh Announces Strategic Investment in Shikho to Accelerate AI-Powered Learning in Bangladesh 9th Brac Bank-The Daily Star ICT Awards Bangladeshi edtech Shikho closes seed investment of USD 5.3 million Shikho raises new investment from SAJIDA Foundation, international investors to expand reach and impact Shikho: Transforming lives, one student at a time Shikho making its mark on Forbes list Shikho and its Founder, Shahir Chowdhury featured in Bloomberg New Economy 2023 Catalysts

Responsibilities

The Executive will monitor and analyze calls from Tele-sales and Customer Experience teams to ensure quality and customer satisfaction. They will also provide feedback, define KPIs, and conduct coaching sessions to improve performance.