Quality Analyst

Role : Quality Analyst - International Voice Location: Hyderabad, India Experience: 3 - 6 years Shift Timing Flexible with any shifts (Region wise alignment)

Interested candidates can call and share their updated resumes On the email (Sakshi.mahajan@marketstar.com)

Please reach out between 12 PM to 6 PM HR Sakshi Contact No:- 7889964667

Role and Responsibilities:

• Conducts quality review of telephonic/email conversations to ensure quality service goals and standards are met and/or identify areas where improvements can be achieved.
• Audits sales outbound calls and/or correspondence, observing performance,techniques, and application of guidelines and procedures as listed in the framework.
• Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants.
• Ensure that the stipulated compliance guidelines are met and corrective measures are taken when there is a miss.
• Summarizes findings and recommendations and forwards them to team supervisor to use in performance discussion/assessments and/or promotional decisions.
• Provide coaching and guidance based on audit findings, and deliver weekly/ongoing performance feedback to associates as outlined by the business.
• Mentor/Transition newly hired representatives to ensure a smooth transition from the learning environment to the daily production environment.
• Provide formal product/process refresher training to facilitate ongoing learning.
• In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA of the call, provides data points, or may even take the call on behalf of the representative.
• Maintains comprehensive working knowledge of policies, procedures, and benefits.

Preferred Skills & Requirements:

• Management Skills.
• Attention to Detail.
• Leadership Motivational Skills.
• Strong Communication Skills.
• Multitasking.
• Customer Service.
• Problem-Solving Skills.
• Creativity.
• Ability to Work Well Under Pressure.
• Performance Management.
• Ability to Foster Teamwork.
• Organization.
• Ability to Educate Others.
• Basic Computer Skills.

Whats in it for you? Constant Learning and an entrepreneurial growth mindset. Employee-centric benefits plan including but not limited to Comprehensive Health Insurance, generous Leave Policy, Covid Support, Vaccination drives, Well-being sessions, real-time grievance redressal, and work flexibility. We are a people-first organization with policies and processes that help you bring the best version of yourself into work including fast-track growth for high-potential folks. An opportunity to be associated with the worlds leading brands as clients. To be a part of an organization with more than 60% of homegrown Leaders. Customized training programs that are catered to personal and professional development. We are an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success