If you are a current employee who is interested in applying to this position, please navigate to the internal Careers site to apply.
Role: Quality Assurance Manager
Experience- 5+ Years.
Location- Bangalore.
Shift Timings: Flexible to Work In Global Shift
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!
The Role
We are seeking an experienced and detail-oriented Quality Assurance (QA) Manager to lead a team of Quality Analysts supporting our Sales Development Representative (SDR), Account Executive (AE), and Account Management teams. Our client is a leading provider of cloud communications platforms, offering marketing, service, and developer cloud services. The QA Manager will be responsible for overseeing quality assurance processes, driving continuous improvement, and ensuring the highest standards of customer satisfaction.
What You'll Do
Leadership and Team Management:
- Lead, mentor, and manage a team of Quality Analysts, ensuring they have the tools and guidance needed to perform their roles effectively.
- Conduct regular team meetings to review performance, discuss goals, and share best practices.
- Foster a culture of continuous improvement and accountability within the QA team.
Quality Assurance Strategy
- Develop and implement comprehensive quality assurance strategies and processes for the SDR, AE, and Account Management teams.
- Establish quality metrics and performance standards to monitor and evaluate the effectiveness of sales and account management activities.
Process Improvement
- Identify areas for process improvement within sales and account management workflows.
- Collaborate with cross-functional teams to design and implement process enhancements that improve efficiency and effectiveness.
- Document new processes and best practices, ensuring they are communicated effectively to relevant teams.
Performance Monitoring And Analysis
- Oversee the monitoring and evaluation of sales calls, emails, and other customer interactions to ensure compliance with quality standards.
- Analyze data to identify trends, gaps, and opportunities for improvement.
- Provide regular reports and insights to senior management, highlighting key findings and recommendations.
Training And Development
- Work with the training team to develop and deliver training programs that address identified quality issues.
- Provide ongoing coaching and feedback to Quality Analysts and sales teams to improve performance and adherence to best practices.
Customer Feedback And Satisfaction
- Collect and analyze customer feedback to identify pain points and areas for improvement.
- Work closely with the Account Management team to address customer concerns and enhance the overall customer experience.
Compliance And Risk Management
- Ensure that all sales and account management activities comply with regulatory requirements and company policies.
- Develop and implement risk mitigation strategies to safeguard the integrity of sales processes.
What You'll Bring
- Bachelor's degree in Business, Marketing, Communications, or a related field. An MBA is preferred.
- 5+ years of experience in quality assurance or quality management, preferably within the SaaS or cloud communications industry.
- Proven experience in managing and leading a team of Quality Analysts.
- Strong understanding of sales processes and methodologies, with experience supporting SDR, AE, and Account Management teams.
- Excellent analytical skills with the ability to interpret data and provide actionable insights.
- Proficiency in using CRM systems (e.g., Salesforce), quality monitoring tools, and data analysis software.
- Exceptional communication and interpersonal skills, with the ability to provide constructive feedback and coaching.
- Detail-oriented with a strong commitment to accuracy and quality.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong problem-solving skills and a proactive approach to identifying and addressing issues.
- Experience with marketing, service, and developer cloud services is a plus.
What's in it for you
Constant Learning and an entrepreneurial growth mindset. Employee-centric benefits plan includes Comprehensive Health Insurance, generous Leave Policy, Covid Support, Vaccination drives, Wellbeing 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.
If You're up for this position, hit the Apply Now Button! 
