Next Ventures is looking for Executive – Communications Quality Control 2025 in Dhaka
Job Responsibilities:
Audit Execution (Core Function)
- Deliver high-quality audits across live chat, email, tickets, social media comments, and AI-graded interactions, etc.
- Ensure every score is backed by clear evidence, SOP logic, and context-aware reasoning.
- Maintain daily audit volume expectations and meet strict SLAs.
- Navigate ambiguity when SOPs conflict or lack coverage of edge cases.
Accuracy, Integrity & Reversals
- Review and respond to reversals within the SLA with solid, defensible justification.
- Participate in monthly calibrations; maintain alignment with CQC scoring standards.
- Undergo Audit-the-Auditor (ATA) checks to sustain fairness and eliminate bias.
- Audit peers impartially, regardless of personal relationships or seniority.
Case Handling & Documentation
- Document decisions with clean, reproducible rationale.
- Attach evidence, screenshots, timestamps, and policy references consistently.
- Identify edge cases and escalate unclear scenarios for SOP updates.
- Build and maintain a reliable record of recurring issues and tricky cases.
Agent Remediation & Performance Support
- Manage clusters of assigned agents and their quality progression.
- Conduct structured coaching sessions, both virtual and in-person.
- Track post-coaching behavior changes and verify measurable improvement.
- Reduce recurring errors through targeted interventions and quality campaigns.
Learning & Product Knowledge
- Stay aligned with weekly C Ex updates, new tags, policy changes, and product releases.
- Participate in bi-weekly Product/C Ex assessments to maintain strong domain accuracy.
Location:
BangladeshBenefits
- Salary Range: Negotiable.
- Festival bonus (Eligibility Condition Applies).
- Celebrate birthday leave and great team events.
- Start your next chapter with our special honeymoon package.
- Unwind together at annual company retreats.
- Kick back with game nights and all-access sports zones – billiards, foosball, PlayStation, cricket, football & badminton.
- Get moving with an in-house fitness trainer to keep your mind and body in sync.
- Opportunities for relocation to Sri Lanka and Malaysia, subject to business needs, with travel allowances.
Eligibilities
Job Requirements:
- 1–2 years in Customer Support, Client Experience, or Quality Control.
- Excellent command of written English – grammar, tone, clarity, and cultural understanding.
- High analytical discipline: identifying trends, spotting inconsistencies, running RCA.
- Strong evidence-writing capability and documentation discipline.
- Familiarity with AI-assisted audits, prompt feedback systems, and basic scripting (Vibe coding preferred).
- Comfortable with productivity tools (ClickUp, Sheets, Looker Studio).
- Integrity that is non-negotiable. Ability to be objective even with friends or seniors.
- High attention to detail, with the stamina for repetitive, precision-heavy work.
- Coachable, proactive, hungry to improve.
For Further Queries
Visit the official link
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