Standard operation procedure of Call Quality Analyst (CQA) team ServicEngine Ltd

This internship report is submitted in a partial fulfillment of the requirements for the degree of Master of Business Administration,2013.Cataloged from PDF version of Internship report.Includes bibliographical references (page 32).Software and IT service industry in Bangladesh has crossed a long road over the last few decades. The presence of high number of young entrepreneurs is one of the distinctive features of this industry. Public and private organizations of Bangladesh focus on technology driven approach to find competitive advantage to sustain in the global economy. ServicEngine Ltd. is one of the growing outsource company which is giving software, web and other data processing and advertising service to global market. It provides high quality, sound business practices and technology solutions to corporations worldwide. Its innovative practice and policies enabled us to successfully deliver solutions to companies in specially North America, Europe and Australia. The real asset of ServicEngine is its team members and leaders. It trains the team to develop their talents. In October 10, 2010, author of the report started his professional career in ServicEngine Ltd. He started working as a Quality Assurance Executive, ServicEngine Ltd. Quality assurance is very important for each and every product and service. Here not only the continuous process of learning new technologies but also working in team with variety skill sets team members, delivering services to different of customers, managing work-life balance, making work plan, meeting project deadlines, working late hours and weekends and other challenging aspect. In last few months author of the report got more responsibilities as a part of team of Phytel, ServicEngine Ltd. The economic development of a country depends on the development of IT sector to a great extent. The dependency on IT sector in modern economy is increasing day by day because this sector ultimately contributes to run the wheel of development in a more dynamic way. Over the last three years, team of Phytel BD checking the quality and providing better analysis to Phytel US to develop the functional and technological quality features of the IVR to ensure the better quality and to fulfill the users’ requirement. Technology are changes over time but customer satisfaction and fulfilling customers requirement will be the key for Smart Business success.Rifat RahmatullahM. Business Administratio