Field Nation is looking for Support Quality Assurance Associate (Night Shift) 2025 in Dhaka.
Job Responsibilities:
- Listen to recorded phone calls and review support cases to assess the quality of interactions between support representatives and customers.
- Evaluate representatives’ adherence to company policies, communication standards, and problem-resolution protocols.
- Use predefined QA scorecards and evaluation criteria to assess the performance of support representatives.
- Identify trends, gaps, and areas for improvement in customer interactions.
- Provide constructive and actionable feedback to the reporting Manager based on evaluation results.
- Collaborate with team leads and trainers to develop coaching plans for representatives who need improvement.
- Generate regular reports on QA findings and present them to the QA leadership team.
- Identify opportunities to enhance QA processes, evaluation criteria, and training programs.
- Work closely with the QA team to implement improvements and ensure consistency in evaluations.
- Ensure all customer interactions comply with company policies, industry regulations, and legal requirements.
- Stay updated on changes in company standards, products, and services to ensure accurate evaluations.
Location:
BangladeshBenefits
- Competitive salary based on experience and qualification.
- Mobile bill
- Gratuity benefit.
- Hybrid Office. (3 days remote,2 days physical)
- Medical Insurance.
- Field Nation LLC Reward.
- Festival Bonus.
- Gym Membership.
- Career Development Budget.
- Leave Encashment
- Lunch – Fully Subsidized.
- Sound work-life balance – Regular working hours: 8 hours/day, 5 days a week.
- Friendly work environment.
- Flexible leave/vacation policy.
- A great learning opportunity.
- The opportunity to work with cross-cultural teams with the US.
- Annual performance evaluation and increment.
- Employee Transportation: Drop off available.
Eligibilities
Job Requirements:
- Experience in customer service environment (quality assurance experience a huge plus).
- Experience working with Salesforce/Service Cloud, Confluence and other organizational software tools a plus (ex. Zoom phone, etc).
- Strong English speaking and writing skills.
- Able to create and passionately deliver robust presentations in a clear and concise message.
- Ability to provide constructive feedback in a professional and supportive manner.
- Ability to clearly document/report findings directly to reps and/or leadership.
- High-level of responsibility/ownership and delivering results.
- Passion to thrive in fast paced, hyper growth organizations with minimal supervision.
- Excellent communication and interpersonal skills.
- Strong analytical, organizational and problem-solving abilities.
- Attention to detail and a commitment to excellence.
- Knowledge of customer support best practices a huge plus.
For Further Queries
Visit the official link.
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