TBN BD Ltd
About the job
TBN BD Ltd. is looking for Quality Analyst (Night Shift – USA Process)
Job Description / Responsibility
We are seeking qualified and customer-focused professionals to join our International Customer Support team as a Quality Analyst for a USA-based process.
Position Details
Process: USA (B2B & B2C Customer Support)
Shift: Night Shift
Working Hours: 7:45 PM – 5:00 AM (Rotational, 6 days a week)
Location: Shyamoli, Dhaka (Beside Shyamoli Square)
Role Overview
The selected candidate will be responsible for driving service excellence, will evaluate customer interactions, identify performance gaps, and partner with operations to enhance overall quality standards across voice, email, and chat channels.
Key Responsibilities
- Audit voice, email, and chat interactions
- Maintain quality scorecards and error tracking reports
- Conduct root cause analysis and recommend improvement plans
- Participate in calibration sessions and provide coaching feedback
- Share weekly quality dashboards and performance insights
Educational Requirements
- Bachelor/Honors
- Bachelor’s degree in any other discipline.
- Educational Qualification Graduate / Pursuing Graduation·
- Skills Required: COMPUTER OFFICE MANAGEMENT, Call Center Operation, Audit and assurance services, Analytical Skill, Reporting Dashboard
Experience Requirements
- 2 to 6 year(s)
- The applicants should have experience in the following business area(s):
- Overseas Companies,Call Center
Additional Requirements
- 2+ years of experience in International Campaign as QA.
- Strong analytical skills and attention to detail.
- Ability to coach agents on soft skills and process adherence.
- Proficiency in QA tools, call monitoring systems, and reporting.
- Strong communication and documentation abilities.
- Knowledge of quality frameworks like COPC, Six Sigma (preferred).
- Experience in blended process QA preferred.
- Familiarity with audit methodologies and improvement planning.
Job Location
Dhaka
Salary
- Tk. 22000 – 30000 (Monthly)