Executive — Communication Quality Control
About the role
As an Executive in Communication Quality Control (CQC) at NEXT, you will play a foundational role in building the quality discipline from the ground up. The position involves defining and evolving quality standards for client interactions across multiple channels, auditing conversations, and establishing baselines for new functions. You will turn audit findings into actionable feedback, participate in calibration sessions, and contribute to training initiatives. The role also includes designing transparent processes, creating scalable audit frameworks, and partnering with cross-functional teams to address quality gaps. A significant aspect of the job is leveraging AI and third-party QA tools to enhance quality measurement and strategy, making AI a core part of your workflow.
Must have
- Exceptional, hands-on fluency with AI tools, this is non-negotiable. You don't just ‘use AI’, you push it: you prompt it well, direct it hard, and consistently get more out of it than most people can. AI is a core teammate in how you operate, analyse and build
- Strong English communication skills (both written and verbal)
- What if I don’t know how to audit? No worries. We’ll show you what our operations are all about and introduce you to the basics
- A builder's mindset, comfortable creating structure where none exists yet
- Comfortable using Excel, Google Sheets, and data-visualisation tools
Nice to have
- Exposure to CX quality metrics, QA scorecards, or contact-centre auditing is a brownie point
Technologies
- Data Visualization
- Excel
Highlights
Exposure to CX quality metrics, QA scorecards, or contact-centre auditing is considered a plus but not required. The application process includes a TA screening, an assessment/problem-solving session, and a Bar Raiser interview. Early career candidates are encouraged to apply, and training on auditing will be provided if needed.
Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka