Specialist - Quality Analyst

MarketStar; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Comprehensive Health Insurance

Generous Leave Policy

Covid Support

Vaccination drives

Well-being sessions

Work flexibility

Job summary

MarketStar is seeking a Specialist - Quality Analyst in Hyderabad to conduct quality reviews of customer interactions and audits of communications. You will coach and guide reps, maintain compliance, and help drive continuous improvement through RCA and feedback. Strong coaching, analytical and presentation skills are essential for success.

Join a people-focused organization with growth opportunities, comprehensive health benefits, and a culture that values quality and customer success.

Qualifications

• Experience in corporate Sales & Communication training or equivalent training roles.
• Understanding of effective teaching methodologies and tools.
• Understanding of effective sales techniques.
• Willingness to keep up with new techniques in corporate teaching.

Responsibilities

• Conducts quality review of telephonic/email conversations to ensure quality service and adherence to guidelines.
• Audits outbound calls and correspondence to assess performance and compliance.
• Verifies information accuracy and adherence to current processes with merchants.
• Provide coaching and ongoing feedback based on audit findings to reps.
• Mentor/new hires to ensure smooth transition from learning to production.

Skills

Quality review

Coaching

Performance management

Analytical skills

Interpersonal skills

Training delivery

Public speaking

MS Office

Tools

MS Office

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 >> immediately.

Role: Specialist - Quality Analyst

Experience: 2-5 Yrs

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!

Read on to understand more about this opportunity.

Key Responsibilities & What will you need to succeed in this role

• 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 out 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 it to team supervisor to use in performance discussion/assessments and/or promotional decisions.
• Provide coaching and guidance based on audit findings, and delivers 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.
• Ability to create SOPs that are relevant to the program as per the requirement.
• Exceptional communication skills & Interpersonal skills.
• Analytical Skills & Logical reasoning.
• Resource Management.
• Coaching skills.
• Performance Management.
• Business Acumen.
• Familiarity with Quality Tools.

Job Requirements

• Proven experience as corporate Sales & Communication trainer
• Understanding of effective teaching methodologies and tools
• Understanding of effective Sales Techniques
• Willingness to keep abreast of new techniques in corporate teaching
• Proficient in MS Office (esp. Powerpoint); e-learning software is an asset
• Phenomenal communication, presentation and public speaking skills
• Organizational and time management abilities
• Critical thinking and decision making

Skills (For training purposes)

• Training Delivery: Delivering training sessions to new hires / tenured reps effectively.
• Product Knowledge: Having excellent knowledge of Doordash
• Adapting To Change : Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization,
• Proactive Approach: Proactively identify potential hurdles & put fixes in place.
• Interpersonal Communication: Communicating clearly and effectively with people inside and outside of the team.
• Stakeholder management: Manage the expectations of internal & external stakeholders.

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.

Note

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.