Team Lead- Quality

Disclaimer: MarketStar is committed to ensuring integrity and transparency in our recruitment practices. We DO NOT charge any fees at any stage of the recruitment process. In case you receive any unsolicited requests for payments, please report to immediately.

Role: Team Lead - Quality.
Experience: 4-5 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! 

Role:

• Responsible for the quality of service provided on all verticals including Voice/Chat/Email/Outbound/AdOps/Account Strategy.
• This includes leading a team of Quality Assurance analysts.
• This position will ensure through quality observations and data collected through rigorous QA monitoring of the support provided by reps with approved policies and procedures.
• Establish root cause & Corrective actions & steer review meetings with the process owners
• Deliver recommendations, track approved actions and supporting control plans
• Develop process maps and supporting metrics to quantify operational gaps
• Develop the process dashboards for performance tracking
• Develop insights from data/reports and translate them into key actions that are utilized to improve customer metrics (in partnership with the business)
• Undertake improvement projects linked to business impact and customer satisfaction using the Six Sigma & Lean methodology
• Act as a change agent to ensure improvement actions are deployed and ingrained throughout business processes
• Support training efforts in the areas of learning material development, Training Need Identification
• Organize employee engagement activities like Quality month, Kaizen events

Responsibilities:

• Knowledge of various coaching techniques that drive customer satisfaction.
• Manages the Quality Assurance Coaching program by providing direction, leadership and coaching development skills to the QA analyst and representatives.
• Identify challenge areas and suggest methods to improve quality, both at individual level and at program level.
• Identify bottom quartile reps, facilitate retraining and closely monitor their post training performance.
• Delivery of service level components, quality and productivity targets & indicators for particular market Monitoring, coaching and feedback.
• Oversee and review escalations and the escalations process Ownership and problem resolution.
• Ensuring that the team is adequately staffed to handle volumes for the day / week / month.
• Maintain employee performance records; track and report on performance outcomes.
• Provide team leadership and coaching.
• Provide recommendations for process development based on customer feedback and analysis of the same.
• Ensure strict adherence to policies, processes, compliance guidelines
• Upskill / groom team members.
• Build sustaining and productive relationships with customers and stakeholders
• Maintain track of all pending/open items (internal and external) and ensure closure of the same in a timely and appropriate manner.

Work from Bangalore Office all 5 days Mandatory.

 

Must have skills:

• Good understanding of Quality Operations.
• Quality Control & Assurance.
• Process Improvement.

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