If you are a current employee who is interested in applying to this position, please navigate to the internal Careers site to apply.
About MarketStar:
In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation. Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.
We are excited to have you apply to join our MarketStar team and can’t wait to discuss how we can help you find growth, as well as how you can make an impact by driving growth for your team.
About the Quality Assurance and Compliance Specialist:
MarketStar is searching for a Quality Assurance and Compliance Specialist to support our newest client in our Dublin office. In this role, you'll be supporting an industry leader in advanced AI systems and models, focused on the enterprise space. You’ll serve as a key partner in safeguarding the integrity, reliability, and compliance of our products and operations. As a Quality Assurance & Compliance Specialist, you will design and maintain scalable QA processes, conduct rigorous audits, and ensure adherence to internal policies and external regulatory standards. You’ll collaborate closely with cross-functional teams to identify risks early, drive corrective actions, and embed a culture of excellence across the organization.
Location: On-Site, Dublin 18
What will you do?
Monitor SLAs, queue adherence, and contact handling to ensure consistent service level compliance.
Oversee Salesforce inboxes at queue and rep level to prevent unattended leads, deals, or discussions beyond SLA.
Manage escalations promptly, ensuring customer prioritization and end-to-end resolution.
Conduct real-time and periodic audits of sales calls, CRM entries, and ticket logs for script and process compliance.
Validate pricing accuracy, product disclosures, consent documentation, and data entry standards.
Detect and report unethical practices such as misrepresentation, unauthorized commitments, or data manipulation.
Ensure strict compliance with data privacy, consent, and recordkeeping requirements.
Monitor for use of restricted tools or shortcuts that may compromise compliance integrity.
Collaborate with Operations and Quality teams to maintain updated SOPs and compliance matrices.
Support the development and delivery of compliance training and refreshers for sales teams.
Participate in root cause analysis (RCA) for compliance or SLA breaches and recommend corrective actions.
Maintain detailed audit reports, trend analyses, and compliance dashboards for leadership review.
Analyze data to identify opportunities to streamline compliance checks without compromising governance.
Provide actionable feedback to enhance call handling quality, process adherence, and operational discipline.
Contribute to the development of new monitoring mechanisms for evolving business and client requirements.
What will you need to succeed?
Certification in Compliance, Quality Audit, or Risk Management (preferred).
3–6 years in compliance, quality assurance, or auditing within BPO/contact center environments.
Strong understanding of sales processes, telesales regulations, and customer interaction compliance.
Familiarity with CRM tools and call monitoring platforms (e.g., Salesforce, Outreach, NICE, Verint, Genesys).
Knowledge of QC tools and compliance assurance practices.
Proficient in Excel, PowerPoint, and reporting dashboards.
Ability to interpret regulations and translate them into actionable audit criteria.
Attention to detail and strong analytical thinking.
Excellent communication and reporting skills.
Regulatory & policy awareness (sales compliance, data privacy, consumer protection).
Process improvement mindset with ability to recommend enhancements.
Stakeholder collaboration across QA, Training, and Operations teams.
What We Offer:
In our commitment to our “We Care” value, we believe in providing employees with valuable mental and physical well-being benefits including:
Comprehensive VHI Health cover from day one
Structured training & career development opportunities
Education reimbursement
Paid birthday leave
Personal Hardship Loan Program
Mental health and 24/7 employee assistance program
Bike To Work Scheme / Taxsaver Leap Card Scheme
Rockstar Awards, Spot Prizes and Tenure Awards
The pay for this position is basic salary per annum of €55,000 with an additional variable bonus component of €5,000. There are several factors to consider including but not limited to, the role’s responsibilities, experience, location, education/training, internal equity, and key skills. Your recruiter will provide more detailed information during the interview process.
MarketStar is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state, and local laws that prohibit employment discrimination. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please contact us at people.success@marketstar.com for assistance.