Company Description

Sheba Platform Limited is a technology-driven company empowering micro-entrepreneurs and small businesses. Through innovative solutions like sManager, Bangladesh’s largest merchant network app, we help over 1 million SMEs manage inventory, sales, and access quick loans. Sheba.xyz, the country’s largest service marketplace, offers 60+ household services and has created 3000+ jobs, while sBusiness.xyz provides a simple, end-to-end business app for HR and admin management, used by 782+ corporations... Read more

Skills

CRM 1 year or more of relevant work experience MS Office Strong analytical and problem-solving skills. Excellent communication and interpersonal abilitie

Description

Sheba Platform Limited is looking for a Quality Assurance & Training (QAT) Specialist to ensure high-quality customer interactions and drive continuous improvement in our telesales and customer service teams. If you have a keen eye for detail, excellent coaching skills, and a passion for enhancing customer experience, we’d love to hear from you!

Job Responsibilities

✅ Monitor and evaluate telesales and customer service calls to ensure compliance with company quality standards.
✅ Conduct regular audits of call recordings, chats, and other communication channels.
✅ Provide constructive feedback to agents and team leaders to enhance performance.
✅ Develop and conduct training sessions for new and existing agents on quality standards, customer handling, and objection resolution.
✅ Prepare weekly and monthly quality reports, highlighting agent performance trends, compliance scores, and areas for improvement.
✅ Collaborate with the Operations and Training teams to ensure continuous skill development.
✅ Assist in developing Standard Operating Procedures (SOPs) for quality assurance processes.
✅ Investigate customer complaints related to agent interactions and recommend corrective actions.
✅ Maintain records of quality assessments, coaching sessions, and performance improvement plans.