Job Description

Hi Connections, Exciting Opportunity! Role: Quality Analyst- Digital Marketing Experience: 5 -9 Years Location: Bangalore- WFO Shift- Rotational Shift (Which includes Night Shift) Notice period: Immediate to 30 days Compensation- Upto 10 lpa Experience in digital marketing is mandatory. What will You be Doing? 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 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. 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, 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 visual aids that can be used as a guideline for the production staff. Qualifications: Experience in digital marketing is 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.