Specialist- Quality Analyst

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Role: Specialist- Quality Analyst.
Experience: 3 Years.
Location: Bangalore.

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! 

What will you Do:

• Audit transactional quality of tasks like chats, emails, calls & escalations.
• Conducting RCAs.
• Conduct weekly feedback sessions with reps.
• Evaluating and identifying key error-prone areas that can affect the team's performance and improve client and account management experience. This is inclusive of both voice and non-voice processes.
• Assess agent behavior, counsel, and coach them in order to reduce negative customer experience, wastage of time and resources, and agent attrition.
• Identifying team members who would require increased assistance and coaching.
• Provide accurate, valid and complete information by using the right methods/tools.
• Follow communication procedures, guidelines, and policies.
• Meet or exceed targets for all assigned product/projects.
• Preparing Quality Reports and analysis.
• Preparing RCAs.
• Evaluating and identifying key error-prone areas that can affect the team's performance and improve client and account management experience. This is inclusive of both voice and non-voice processes.
   

Responsibilities:
 

• Develop new joiners and experienced into high-performance members through a combination of 1:1 coaching, casework shadowing, focusing on training to increase accuracy.
• Publish weekly, monthly, and quarterly quality and compliance score reports
• Conducting refresher training on Product and Process for the new joiners and the existing team members to keep them abreast of all the recent changes and updates.
• Conducting periodic process knowledge tests to monitor and identify the weak areas of the existing teammates.
• Identify quality gaps for new joiners and existing team members through remote and live case monitoring by video call barging over screen share.
• Identify, lead, and execute product and process innovation to increase advertiser performance and their investments.
• Actively participate in case audit calibrations and coach team members on the identified gaps.
• Stay abreast of the new trends, process updates, and tools.
• Conduct case audits and calibrations per week per rep in line with the quality framework.
• Develop visual aid that can be used as a guideline for the production staff.

Skills and Competencies:
 

• Proven customer support experience, preferably in the advertising/digital marketing domain.
• Strong email/written communication skills & verbal communication.
• Familiarity with CRM(SFDC) systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent typing skills 45 w.p.m & multitasking.
• Experience with handling tasks on order management and data quality in digital marketing environment.
• Ability to explain complex topics in a variety of ways to successfully impart knowledge to a variety of audiences.
• Ability to adapt and communicate information to a wide range of audiences and in a variety of situations.
• Excellent presentation, interpersonal, communication, problem-solving, analytical, and organizational skills to manage multiple complex tasks, issues, and deadlines.
• Ability to work independently to meet strict deadlines and be able to work collaboratively with others in group settings.
• Proficient in MS Office (Excel, Word, PowerPoint) or alternatives.
• Excellent conflict resolution and mitigation skills.
• Excellent Feedback delivery skills.
• Should be good at coaching, feedback, and listening skills.
• Impeccable attention to detail.
• Willing to work on any shift.

Must have skills:

• Quality Assurance (QA) Checklist
• Communication Skills
• Empathy & Customer Connection
• Handling Objections
   

What’s in it for you?

We are a rapidly growing organization with opportunities across the globe.

We believe in continuous learning and encourage our teams to do so through training programs that are catered to personal and professional development.

We are a people-first organization with policies and processes that help you bring the best version of yourself into work.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.

If you’re up for this job, go on and hit the “Apply Now” button