Quality Analyst

Job Description

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 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