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Senior Quality Analyst

Senior Quality Analyst

Regalix

8 - 13 years

30 - 35 Lacs

Bengaluru

Posted:11 hours ago| Platform:

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Skills Required

Career development Excel Conflict resolution Analytical Senior Quality Analyst Production Staff Account management Digital marketing Revenue generation Auditing

Work Mode

Work from Office

Job Type

Full Time

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.

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.
Role: Senior Quality Analyst
Experience: 5 -8 Years
Location: Bangalore.

About MarketStar:

In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support 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 MarketStars accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. 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 Highlights:

Audit the 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 teams performance and improve the client and account management experience. This includes 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.

Job 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 Product and Process 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 their 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 a visual aid that can be used as a guideline for the production staff.

Qualifications:

Experience in digital marketing 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
Having prior exposure to international markets in or before Regalix
Impeccable attention to detail
Willing to work on any shift.

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Senior Quality Analyst