Quality Assurance Specialist - Bengali

Your role at Exness

The Quality Assurance Specialist is responsible for assuring the quality of all client-facing communications. This includes audits of client and chatbot transactions, text, audio and video communications on the help centre and/or service centre. It also includes evaluation of DSAT survey feedback. This role is responsible for reporting on quality compliance, identifying root causes, making recommendations for improvement and developing improvement action plans.

You will

• Monitor the transactions of our client-facing commercial employees through their call conversations with clients
• Provide coaching and feedback sessions on a weekly/bi-weekly/monthly interval for our Commercial employees
• Conduct audit-the-auditor for the monitoring done by Team Leaders for Customer Support and provide feedback on how to improve
• Conduct monitoring for the Chatbot to ensure the veracity of the details provided
• Provi...