Senior - Quality Analyst

MarketStar; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

MarketStar is seeking a Senior Quality Analyst to monitor and govern end-to-end QA across client engagements. The role focuses on ensuring service delivery, customer experience and satisfaction levels while driving quality assurance programs and governance.

You will coach teams, implement best practices, and lead root cause analyses to continuously improve cross-functional processes and customer outcomes.

Qualifications

• 3+ years of professional experience.
• 2+ years of work experience as Quality Coach / Analyst.
• Lean / Six Sigma Green Belt certified.
• Proven ability to work in a fast-paced dynamic environment.
• Proven ability to navigate changes.

Responsibilities

• Monitor agent performance against quality standards to ensure service delivery, customer experience and satisfaction.
• Coach and develop team members to be resilient and provide actionable feedback to improve performance.
• Identify areas of service improvements and develop programs to enhance quality and CSAT/NPS.
• Implement and monitor corrective actions to achieve QA standards.
• Drive governance plans and collaborate with learning, operations and clients for performance improvements.
• Analyze and report service quality trends and participate in calibration sessions.

Skills

3+ years experience

Quality coaching

Quality assurance

Process improvement

Root cause analysis

Lean Six Sigma Green Belt

Stakeholder management

Cross-functional collaboration

Communication skills

Job description

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 [e-mail] immediately.

Role: Senior - Quality Analyst.
Experience: **** 3 - 6 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 MarketStar’s 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!

About the Client:

World’s largest professional network on the internet

Job Description:

Monitor agent performance against quality standards to insure 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 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 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 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.

Qualifications:

• 3+ 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.

Must have skills:

• Strong communication (verbal & written).
• Relationship building & influencing.
• Adaptability in fast-paced environments.
• Change agility.
• Sales / Account Management / Customer Success exposure.
• Lean / Six Sigma methodologies.
• Continuous improvement initiatives.
• Root cause analysis (RCA).
• Quality trend analysis & reporting.
• Data-driven decision making.
• Use of analytics & QA tools.
• Agent coaching, feedback & development.
• New hire readiness assessment.

What’s in it for you?

We are a rapidly growing organization with opportunities across the globe.

We believe in continuous learning and encourage our teams to do so through training programs that are catered to personal and professional development.

We are a people-first organization with policies and processes that help you bring the best version of yourself into work.

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.