Quality Assurance Specialist

1 month ago

Hyderabad, Telangana, India MarketStar Full time
About the Role

We are seeking a highly skilled Quality Assurance Specialist to join our team at MarketStar. As a Quality Assurance Specialist, you will be responsible for conducting quality reviews of telephonic and email conversations to ensure that our service goals and standards are met.

Key Responsibilities
  • Conduct quality reviews of telephonic and email conversations to ensure quality service goals and standards are met.
  • Audit sales outbound calls and/or correspondence to observe performance, techniques, and application of guidelines and procedures.
  • Verify that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants.
  • Ensure that stipulated compliance guidelines are met and corrective measures are taken when there is a miss.
  • Summarize findings and recommendations and forward them to team supervisors for use in performance discussions and/or promotional decisions.
  • Provide coaching and guidance based on audit findings and deliver weekly/ongoing performance feedback to associates.
  • 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, assist representatives in preparing an RCA of the call, provide data points, or may even take the call on behalf of the representative.
  • Maintain 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?

As a Quality Assurance Specialist at MarketStar, you will have the opportunity to work with a dynamic team, develop your skills and expertise, and contribute to the success of our organization. You will also have access to comprehensive training programs, employee-centric benefits, and a fast-track growth opportunity for high-potential individuals.

We are an equal opportunities employer and believe passionately that employing a diverse workforce is central to our success.

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