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Description
Greetings from MarketStar ! Role : Senior Quality Analyst Experience : 2 to 6 Years Location : Bangalore (Onsite) Vacancy : 2 position Notice period: Immediate to 30 Days Mandate Skills: Expertise in sales operations and business operations, B2B sales experience, team management skills, Revenue Growth and excellent communication skills Interested candidates please share your updated CV on sujatha.sirigiri@marketstar.com Job Description: Monitor agent performance against quality standards to ensure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy. Own and govern the end-to-end quality assurance process across all stages of the business. What kind of work will you be doing? (Domain - Job skill requirement) - Review and audit CRM entries, telephone / email / chat interactions and customer surveys to identify areas of service delivery that did not meet pre-established performance standards. Investigate the supporting files. - Monitoring, coaching and feedback - responsible for delivery of the defined customer experience in every call. - Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels. - Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. - Coach and develop team members to be resilient in the face of challenges and setbacks and help them distinguish between whats relevant to make sense of complex situations. - Provide structured and timely feedback / recommendations; actionable feedback (verbal and/or written) to the rep and/or management to improve individual and team performance. - Implementation and effective usage of different QC Tools, best practices, and procedures. - Monitor and device plans to improve CSAT / NPS. - Monitor employee quality records; track and report on outcomes. - Conduct and drive root cause analysis insights to improve cross-functional service processes. - Drive operational excellence & process change management. - Partner with the learning function, operations and clients to share actionable insights, develop and govern plans for performance improvement goals and development of training programs. - Determine readiness of new hires post-training. - Analyze and report service quality trends. - Participate in calibration sessions. - Assist training and operations team in reviewing training and knowledge base materials. - Assist in defining audit framework and process for new workflows. - Assist in drafting quality assurance policies and procedures. - Design and execute strong governance plans to communicate with the internal customers, stakeholders and clients to gain information, feedback and approval. - Ensure ongoing compliance with quality and industry regulatory requirements. - Develop and maintain a deep understanding of our Marketing Solutions product portfolio and industry knowledge to be able to guide your team through difficult customer engagements - Develop and implement best practices and key metrics for your team to provide world class new customer education and onboarding. - Partner closely with LinkedIn POCs to align goals and incentives for the overall health of the business. - Identify areas of opportunities in our services and contribute to the development of systems, tools, and processes to realize those opportunities. - Influence product enhancements, collaborating closely with marketing, product, and other cross-functional teams. What will you need to succeed? - Excellent communication (written & Verbal). - Coaching. - Have worked as a Sales QA for the last 2 years. - Hands on exposure of B2B sales programs. - Performance Management. - Call & Transaction Audits. - QA Tools. - MS Office. - Google Suite. Qualifications: - 6+ years of professional experience. - 2+ years of work experience as Quality Coach / Analyst. - Excellent communication and interpersonal skills. - Experience in sales,, account management, customer success, marketing, or consulting. - Proven communication skills across multiple channels (e.g., virtual meetings, phone, and email). - Experience building relationships with key influencers and decision-makers. - Lean / Six Sigma Green Belt certified. - Proven ability to work in a fast-paced dynamic environment. - Proven ability to navigate changes. - Knowledge of analytics systems and tools to enhance the quality of delivery to the business. - Experience in data management and monitoring tools and processes. - Proven track record in setting up quality processes. HR Sujata
