Quality - Team Lead

Job Description

If you are a current employee who is interested in applying to this position, please navigate to the internal Careers site to apply. R ole - Quality - Team Lead Experience- 2+ Years. Location- Hyderabad. Disclaimer: MarketStar is committed to ensuring integrity and transparency in our recruitment practices. We DO NOT charge any fees at any stage of the recruitment process. In case you receive any unsolicited requests for payments, please report to immediately. About MarketStar 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 MarketStar's 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! Job Responsibilities Review and audit CRM entries and telephone/email interactions along with reviewing and investigating supporting files for a particular market or group of agents. Monitoring, coaching and feedback - responsibility for delivery of the defined customer experience in every call. Analyze/audit data, emails and customer surveys to identify areas of service delivery that did not meet pre-established performance standards. Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels. Implementation and effective usage of different QC Tools, best practices, and procedures. Monitor and device plans to improve CSAT. Monitor employee quality records; track and report on outcomes. Provide structured and timely feedback / recommendations; actionable feedback (verbal and/or written) to the rep and/or management to improve individual and team performance. Provide timely feedback to assist in the creation of performance improvement goals and the development of training programs. Determine readiness of new hires post-training. Analyze and report service quality trends. Participate in calibration sessions. Mandatory Skill Set Attention to Detail: Having the ability to identify even the smallest of irregularity / non-compliance. Coaching And Feedback: Advising, assisting, mentoring and providing feedback to Reps about their improvement areas. Driving For Results: Challenging, pushing the organization and themselves to excel and achieve. Customer Success: Doing the right thing for customers. Motivating Others: Inspiring others to perform well by actively conveying enthusiasm and a passion for doing a good job. Adapting To Change: Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization. Proactive Approach: Proactively identify potential customer dissatisfaction issues. What’s 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 world’s 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. Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs. If You're up for this position, hit the Apply Now Button! Show more Show less