Specialist - Quality Analyst

Regalix; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Regalix is seeking a Specialist - Quality Analyst in Bengaluru to audit digital marketing task quality, drive RCAs, and coach teams across voice and non-voice processes. You will publish periodic quality and compliance reports and identify improvement opportunities.

The role requires 3-6 years in AdOps/ Campaign Builds, strong data analysis, and excellent communication to guide reps and improve client outcomes. Willing to work shifts.

Qualifications

• Experience in digital marketing mandatory specifically in AdOps/ Campaign Builds.
• 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.

Responsibilities

• Audit transactional quality of tasks related to digital marketing preferably Ad builds.
• Conducting RCAs.
• Conduct weekly feedback sessions with reps.
• Evaluating and identifying key error-prone areas that can affect the teams performance and improve client and account management experience. This is inclusive of 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.
• Responsible for picking the most effective performance metric for the business to analyze and should be able to identify the most effective way to evaluate the performance.
• Develop new joiners and experienced into high-performance members through a combination of 1:1 coaching, casework shadowing, 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 visual aid that can be used as a guideline for the production staff.

Skills

Adops hands on experience

Excellent communication

QA tools

Coaching exposure

Tools

QA tools

Job description

Job Summary

Role: Specialist - Quality Analyst. Experience: 3-6 Years. Location: Bangalore.

Responsibilities

• Audit transactional quality of tasks related to digital marketing preferably Ad builds.
• Conducting RCAs.
• Conduct weekly feedback sessions with reps.
• Evaluating and identifying key error-prone areas that can affect the teams performance and improve client and account management experience. This is inclusive of 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.
• Responsible for picking the most effective performance metric for the business to analyze and should be able to identify the most effective way to evaluate the performance.
• Develop new joiners and experienced into high-performance members through a combination of 1:1 coaching, casework shadowing, 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 visual aid that can be used as a guideline for the production staff.

Qualifications

• Experience in digital marketing mandatory specifically in AdOps/ Campaign Builds.
• 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.

Must Have Skills

• Adops hands on experience.
• excellent comm skill.
• QA tools.
• coaching exposure.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.