WE ARE HIRING! JOIN OUR DYNAMIC TEAM JOB PURPOSE: Lead the end-to-end Service Delivery compliance process effectively coordinating both internal and external stakeholders to ensure timely and efficient resolution of end customers' service delivery and compliance-related complaints. KEY RESPONSIBILITIES: Investigate customer complaints lodged against services delivery given from any service channel (Hotline, Digital, Flagship channel, Mass Retail, GP Shop, GPFI etc) Escalate the lodged complaint to the designated stakeholders in the prescribed format. Monitor and evaluate customer interactions and system outputs to ensure adherence to established quality standards. Identify the improvement area and provide feedback and coaching to team members based on QA findings. Analyze performanet metrics and prepare quality reports. Ensure compliance with company policies and industry standards Collaborate with cross-functional teams to enhance product/service quality KEY COMPETENCIES: Quality audit scores Compliance & SLA adherence Strong communication and collaboration Time management and prioritization REQUIRED QUALIFICATIONS & EXPERIENCE: Bachelor's degree in any discipline 1-3 years of experience in Quality Assurance/Customer Service (preferably in a BPO or outsourced environment) Experience in call/chat/email quality monitoring is preferred Ability to manage multiple tasks and meet deadlines in a fast-paced environment. WORKING CONDITIONS: Work in a fast-paced, outsourced/customer support environment. Flexible working hours (including shifts, if applicable) QUALITY ASSURANCE EXECUTIVE BE THE VOICE OF Quality, Be the Difference! PREFERRED SKILLS: Good understanding of customer service processes and compliance standards Strong analytical and problem-solving skills Excellent communication and feedback delivery skills Attention to detail and accuracy Ability to work with data House#42 Road#3/A, Nikunja-01, Khilkhet, Dhaka-1229 Send your CV to: s.hosen@searchlitebd.net