Senior Executive - Quality Assurance

Company Name: Bikroy Marketplace Ltd.

Location: Dhaka

Job Type: Full-Time

Workplace Type: Full-time

Job ID: IJOB202667557

About The Role Bikroy Marketplace Limited is looking for a detail-oriented Senior Executive – Quality Assurance to audit and evaluate the quality of calls handled by the Telesales team. You will monitor live and recorded calls, score them against defined quality parameters, identify coaching needs, and help drive continuous improvement in customer interaction standards across the sales floor.

Job Responsibilities

• Conduct daily call audits (live and recorded) for Telesales agents against a defined QA scorecard.
• Evaluate calls on parameters such as script adherence, product knowledge, tone/etiquette, objection handling, compliance, and resolution quality.
• Identify recurring quality gaps and share actionable, structured feedback with agents and Team Leads.
• Maintain accurate QA audit records/trackers and prepare periodic quality reports for management.
• Flag critical errors (compliance breaches, mis-selling, misinformation) immediately per escalation process.
• Analyse audit data to identify trends, root causes of quality gaps, and their impact on conversion/customer satisfaction.
• Collaborate with Team Leads/Trainers to design coaching plans and refresher training based on audit trends.
• Calibrate scoring regularly with other QA auditors and Team Leads to ensure consistency.
• Recommend updates to call scripts, QA parameters, or SOPs based on audit findings.
• Track individual and team-level quality trends over time and highlight risks proactively.

Requirements

• Experience:
• Education:
• Skills: quality assurance, telesales, quality auditing, quality audits, sales management coaching

Last Date of Application: 21 October 2026