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based on 410 Reviews

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3 Regalix Quality Analyst Jobs

Specialist - Quality Analyst

MarketStar

based on 410 Reviews

3-6 years

₹ 4.7 - 7.8L/yr (AmbitionBox estimate)

Bangalore / Bengaluru

1 vacancy

Specialist - Quality Analyst

Regalix

posted 2mon ago

Fixed timing

Key skills for the job

+ 4 more

Audit transactional quality of tasks related to digital marketing.
Conducting RCAs.
Conduct weekly feedback sessions with reps.
Evaluating and identifying key error-prone areas that can affect the teams 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 products/projects.
Preparing Quality Reports and analyses.
Preparing RCAs.
Evaluating and identifying key error-prone areas that can affect the teams 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, and focusing on training to increase accuracy.
Publish weekly, monthly, and quarterly quality and compliance score reports
Conducting refresher training on Products and Processes 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 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 a 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 the 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.
Prior experience as a QA.
Having prior exposure to international markets in or before Regalix MarketStar.
Impeccable attention to detail.
Willing to work on any shift.