Senior Quality Assurance Analyst – Service Operations –

Senior Quality Assurance Analyst – Service Operations

foodpanda Bangladesh Limited

  • Customer Support/Call Centre
  • Full time
  • 1 year ago
  • Dhaka

Job Description



Job Context

  • foodpanda in Bangladesh is looking for Quality Assurance Analyst- Service Operations to join their team immediately. In foopanda Bangladesh, Quality Assurance analysts audits interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall customer experience through providing feedback on SOP, Process and agent behaviour
  • Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Customer service, partner service & dispatch
  • To maintain desired levels of productivity & accuracy on audits performed by self
  • To coach front line agents on overall SOP, Process and new changes

Job Responsibilities

  • Manage daily/weekly progress reporting and defect tracking and resolution progress
  • Audit cases rigorously and gives feedback to the concerned employees so that they can improve overall quality
  • Follow up with the employees who are having any quality issues
  • Find any procedural issues and provide suggestions for improvements
  • Guide the CSR to ensure the best quality services for the customer
  • Arrange team meetings and team training
  • Initiate different types of processes for achieving quality KPI
  • Handle the team and take necessary decisions for the team
  • Attend TOT/Meeting
  • BPO visit and monitoring
  • Export data, prepare both detailed and summarized reports and presentations for Manager’s perusal
  • Work in cross-functional team with an optimistic approach

Employment Status



  • Work at office

Educational Requirements

  • Graduation/Masters/BBA/MBA in any discipline from a well-reputed institute, but preferably CSE

Experience Requirements

  • 2 to 4 year(s)
  • The applicants should have experience in the following area(s):
    QC (Quality Control) of Customer Service, QUALITY ASSURANCE

Additional Requirements

  • Age at least 25 years
  • Both males and females are allowed to apply
  • Requires minimum 2 years of related quality assurance experience
  • You will need to excellent communication skills in Bengali and have negotiation/sales skills.
  • Work experience as a Recruiter or Sales/ Tele Sales/ Good Customer Service Experience
  • Hands on experience with various selection processes (phone interviewing, reference check etc)

Job Location




Compensation & Other Benefits

  • An attractive remuneration package will be offered. Performance Incentives will be provided.

Job Qualification

  • Graduation/Masters/BBA/MBA in any discipline from a well-reputed institute, but preferably CSE
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