Senior Quality Analyst

Role: Senior Quality Analyst.
Experience: 5-8 Years.
Location: Bangalore.

About Us:

In everything we do, we believe in creating growth, for our clients, employees, and community. For the past 35+ years, we have been generating revenue for the most innovative tech companies globally through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people and supporting 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 MarketStars accomplishments. We are proud of our award-winning workplace culture and for being named a top employer. 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!

About the Client: A leading social news aggregator and online advertising platform.

What kind of work will you be doing? (Domain - Job skill requirement)

• Audit transactional quality of tasks related to digital / Social Media 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.
• Staying on top of trends will help businesses optimize customer relations and outperform competitors.
• Responsible for picking the most effective performance metric for the business to analyze and should be able to identify the most effective way to evaluate the performance.

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.

What will you need to succeed?

• Experience in digital marketing mandatory.
• 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.
• Impeccable attention to detail.
• Willing to work on any shift.

Must-Have Skills: (General Competency)

• Excellent Communication (Written & Verbal).
• Extensive exposure to Social Media Marketing Products specifically Campaign Management/ Account Strategies.
• Building Campaigns, Optimisations, etc., QC Tools, Coaching, Audit of transactional processes.

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