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R
ole - Specialist Quality Analyst.
Experience- 3-6 Years.
Location- Hyderabad.
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!
Role And Responsibilities
- Conducts quality review of telephonic/email conversations to ensure quality service goals and standards are met and/or identify areas where improvements can be achieved.
- Audits sales outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures as listed in the framework.
- Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants.
- Ensure that the stipulated compliance guidelines are met and corrective measures are taken when there is a miss.
- Summarizes findings and recommendations and forwards them to team supervisor to use in performance discussion/assessments and/or promotional decisions.
- Provide coaching and guidance based on audit findings, and deliver weekly/ongoing performance feedback to associates as outlined by the business.
- Mentor/Transition newly hired representatives to ensure a smooth transition from the learning environment to the daily production environment.
- Provide formal product/process refresher training to facilitate ongoing learning.
- In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA of the call, provides data points, or may even take the call on behalf of the representative.
- Maintains comprehensive working knowledge of policies, procedures, and benefits.
Preferred Skills & Requirements
- Management Skills.
- Attention to Detail.
- Leadership Motivational Skills.
- Strong Communication Skills.
- Multitasking.
- Customer Service.
- Problem-Solving Skills.
- Creativity.
- Ability to Work Well Under Pressure.
- Performance Management.
- Ability to Foster Teamwork.
- Organization.
- Ability to Educate Others.
- Basic Computer Skills.
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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