Quality Assurance Specialist - Bengali

The Quality Assurance Specialist is responsible for assuring the quality of all client-facing communications. This includes audits of client and chatbot transactions, text, audio and video communications on the help centre and/or service centre. It also includes evaluation of DSAT survey feedback. This role is responsible for reporting on quality compliance, identifying root causes , making recommendations for improvement and developing improvement action plans.

You will:

• Responsible for monitoring the transactions of our client-facing commercial employees through their call conversations with clients
• Provide coaching and feedback sessions on a weekly/bi-weekly/monthly intervals for our Commercial employees
• Conduct Audit-the-auditor for the monitorings done by Team Leaders for Customer Support and provide feedback on how to improve
• Conduct monitoring for the Chatbot to ensure the veracity of the details provided
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