Head - Service Quality & Assurance

Vacancy: 01

Job Context
Head - Service Quality & Assurance would work closely with the Country Manager, General Manager & other business heads to manage the sales & service quality of our mobile-insurance and mobile-health services. He/She would manage the team of 20+ staff to achieve best quality of sales and services and deliver customer satisfaction.

Job Responsibilities

  • Goal is to improve sales and service quality and deliver customer satisfaction.
  • Ensure service quality of all sales activities and telemedicine services by calling customers and reviewing call recordings.
  • Handle customer complain and take initiatives to improve customer satisfaction.
  • Manage retention sales team - retaining deactivated customers
  • Monitor and manage inbound call center operation by partner company.
  • Report to Head of Operation. Work closely with Sales team, Telemedicine team and other business departments.
  • Plan, review and improve overall team capacity and resource allocation.

Employment Status: Full-time

Educational Requirements: Bachelor/ Masters in any discipline



Experience Requirements

  • 5 to 9 year(s)
  • The applicants should have experience in the following area(s): Face-to-Face Customer Support, Customer Support through Phone, Tele Marketing, Call Centre Supervision/ Management, QC (Quality Control) of sales & Service, Call Centre Training, Counseling

Additional Requirements

  • Age 25 to 45 years
  • Both males and females can apply.
  • Candidate preferably should have an experience in either of the business sectors: Telecommunication, BPOs, FMCG,Banks, Insurance
  • Skill requirements:
  • Strong passion and energy to work hard to achieve customer satisfaction by improving quality of sales and service.
  • Strong leadership and people management skill to lead a team of 30+ staff
  • Strong team work skill to work along with other business departments such as sales team, telemedicine team.
  • Logical thinking, problem solving, conflict resolution
  • Strong verbal and writing communication skills in English
  • Strong motivation to work for multinational company with strong entrepreneurial culture

Job Location: Dhaka (Mohakhali)

Salary: Negotiable

Compensation & other benefits: Attractive remuneration package and other benefits as per company policy.

Application Deadline: 07 May, 2019

Company Information
Ambon Complex (12th Floor), 99 Bir Uttam AK Khandakar Road,
Mohakhali C/A, Dhaka-1212, Bangladesh