Nagad Job Circular 2023
Nagad Job Circular 2023
Position Name: Senior Executive/Assistant Manager - Service Quality Analyst
Role Overview:
Assist, monitor and take necessary initiatives for the Contact Centre & Nagad Sheba to ensure the Quality of Service.
Also planning and establishing NAGAD's quality procedures and standards for the CC & NS. Set the definition & standard of service quality irrespective of service delivery channels and ensure continuous growth of the qualitative parameters in accordance to industry standard and global practices.
Job Responsibilities:
- Setting standards for quality for the partners and in-house front lines
- Help partner and in-house front lines liners to establish quality procedures and standards of NAGAD
- Create a quality process for the partner and in-house front liners
- Reviewing requirements and making sure they are met
- Analyzing insights on the reasoning behind overall service quality trends
- Organize and perform monthly calibration sessions as per business need to align the partner with NAGAD
- Find the GAP and error rate of partner's QA analyst based on calibration
- Provide necessary Support to the partner and in-house front liners to ensure the expected Quality
- Arrange and conduct necessary TOT for the partner and in-house front liners related to Quality and Compliance
- Maintain monthly meetings with the partner and NSTP to share success, updates & challenges (related to quality)
- Conduct and ensure quality audit of the partner's and in-house front liners’ service delivery and take follow-up actions by Weekly/Monthly. Nagad Job Circular
আরও পড়ুন:
- অফিস সহকারী-কাম কম্পিউটার পদের নিয়োগ বিজ্ঞপ্তি 2022
- ভূমি মন্ত্রণালয় নিয়োগ বিজ্ঞপ্তি 2022
- বন অধিদপ্তরে অফিস সহকারী পদের নিয়োগ বিজ্ঞপ্তি 2022
- Monitor partner's QA analyst through monthly QC
- Share QC and QA reports weekly/monthly (Partner, HOD, and Operations)
- Issue investigation by checking all available systems and tools
- Communicate with other stakeholders for relevant data if necessary
- Address the issue to the concerned partner and in-house front liners for their feedback and necessary measures
Required Qualifications:
Academic:
· Post-Graduate preferably from Business Discipline
Relevant Experience:
· Customer Service
· Service Quality
· People management & especially team management proven capabilities
· State of art Call Center Technology
· Communication
· Technology related to Customer Experience
· Digital Customer Service & Social Media Management
· Business Process Outsourcing
· Partner Management
· Reporting & Analytics
Timeline:
Application Closing Date: 05-March-2023 (Nagad Job Circular)
Number of Vacancies: 01
How to Apply:
-E-mail your updated CV to “recruitment@nagad.com.bd”.
-Please mention “Application for the position of Service Quality Analyst" as subject of the email.
