Senior Executive, Voice And Service Quality Coordinator

Company Description Caretutors Technologies Ltd. is a technology-driven platform that connects guardians and students across Bangladesh with verified, skilled, and reliable tutors. Over 135,000 guardians and students have posted tutoring requirements, and more than 500,000 tutors have joined the platform to find suitable opportunities. The company focuses on building a safe, efficient, and transparent ecosystem where modern tutoring services meet everyday convenience. Caretutors is powered by a young, passionate team across Technology, Customer Support, Operations, Marketing, and Business Development, with strong values around innovation, collaboration, integrity, and continuous learning. Team members work on impactful projects, receive recognition for performance, and grow as partners in shaping the future of tuition management in Bangladesh.
Role Description The Senior Executive, Voice and Service Quality Coordinator is a full-time, on-site role based in Uttara. This position is responsible for monitoring and evaluating customer interactions across voice and digital channels to ensure high-quality service and consistency with company standards. The role includes developing and implementing quality assurance frameworks, preparing performance dashboards and reports, and providing regular feedback and coaching to customer support team members. The Senior Executive collaborates closely with Customer Support, Operations, and Technology teams to identify service gaps, recommend process improvements, and support training initiatives. Daily activities also involve handling escalated customer issues, maintaining documentation of quality metrics, and contributing to initiatives that enhance overall user satisfaction and operational efficiency.
Qualifications

• Strong customer service and communication skills, including the ability to handle escalations, provide constructive feedback, and maintain a user-centric approach.
• Experience in call center operations, voice support, or service quality monitoring, with familiarity in evaluating calls, chats, and other customer interactions.
• Ability to design and apply quality assurance standards, create evaluation forms, and track service quality metrics using dashboards and reporting tools.
• Skill in data analysis and report preparation to identify trends, root causes, and actionable insights for service improvement.
• Experience supporting training or coaching programs, including guiding team members to meet service benchmarks and performance targets.
• Strong organizational and time-management skills, with the ability to prioritize tasks and work in a fast-paced, collaborative environment.
• Proficiency with common office and communication tools (e.g., spreadsheets, presentation software, CRM or helpdesk platforms).
• Bachelor’s degree in Business, Management, Communications, or a related field; prior experience in EdTech, tutoring platforms, or customer support environments is an advantage.
• Commitment to integrity, transparency, continuous learning, and alignment with Caretutors’ values of innovation and team collaboration.