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Role: Senior Quality Analyst
Experience: 4-6 years
Location: Bangalore
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 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.
Responsibilities
- 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 improvement 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 what's 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 devise 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 develop training programs.
- Determine the 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 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.
Qualifications
- 6+ years of professional experience.
- 2+ years of work experience as a Quality Coach / Analyst.
Mandatory Skills
- Excellent communication and interpersonal skills.
- Experience in B2B sales, account management (revenue generation), and customer success.
- 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.
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.
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