Specialist - Quality Analyst

LE017-2 Regalix India Pvt Ltd - Telangana; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

MarketStar, based in Hyderabad, is seeking a Specialist - Quality Analyst with 2–5 years of experience to ensure quality in telephonic and email interactions. You will audit conversations to ensure compliance with guidelines and provide actionable feedback to improve service quality.

You will coach associates, deliver ongoing performance feedback, and mentor new hires as they transition to production, while developing SOPs and maintaining strong product knowledge, including Doordash.

Qualifications

• Proven experience as corporate Sales & Communication trainer.
• Understanding of effective teaching methodologies and tools.
• Understanding of effective Sales Techniques.
• Proficient in MS Office (PowerPoint); e-learning software is an asset.
• Phenomenal communication, presentation and public speaking skills.

Responsibilities

• Conducts quality review of telephonic/email conversations to ensure quality service, goals and standards are met.
• Audits sales outbound calls and/or correspondence, observing performance and application of guidelines.
• Verifies representatives are providing up-to-date information and following current processes.
• Provide coaching and guidance based on audit findings, and deliver performance feedback to associates.
• Mentor/new hire transitions to a smooth daily production environment.
• Create SOPs relevant to the program as required.

Skills

Quality analysis

Auditing

Coaching

MS Office

PowerPoint

Tools

Doordash

Job description

If you are a current employee who is interested in applying to this position, please navigate to the internal Careers site to apply. 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.
• 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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