Senior Quality Assurance Specialist

4 weeks ago

Bengaluru, Karnataka, India MarketStar Full time

Job Summary

MarketStar seeks a Senior Quality Assurance Specialist to lead our quality assurance efforts and drive excellence across our organization.

About the Role

As a Senior Quality Assurance Specialist, you will be responsible for monitoring agent performance against quality standards, ensuring service delivery, customer experience, and customer satisfaction levels are met. You will also lead the customer experience strategy and own and govern the end-to-end quality assurance process across all stages of the business.

Responsibilities

  1. 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.
  2. Investigate the supporting files and provide structured and timely feedback/recommendations to improve individual and team performance.
  3. Identify areas of service improvement and develop programs that improve the overall quality and customer satisfaction levels.
  4. Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
  5. 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.
  6. Monitor and devise plans to improve CSAT / NPS.
  7. Monitor employee quality records; track and report on outcomes.
  8. Conduct and drive root cause analysis insights to improve cross-functional service processes.
  9. Drive operational excellence & process change management.
  10. Partner with the learning function, operations, and clients to share actionable insights, develop and govern plans for performance improvement goals, and develop training programs.
  11. Determine the readiness of new hires post-training.
  12. Analyze and report service quality trends.
  13. Participate in calibration sessions.
  14. Assist training and operations team in reviewing training and knowledge base materials.
  15. Assist in defining audit framework and process for new workflows.
  16. Assist in drafting quality assurance policies and procedures.
  17. Design and execute strong governance plans to communicate with internal customers, stakeholders, and clients to gain information, feedback, and approval.
  18. Ensure ongoing compliance with quality and industry regulatory requirements.
  19. 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.
  20. Develop and implement best practices and key metrics for your team to provide world-class new customer education and onboarding.
  21. Partner closely with LinkedIn POCs to align goals and incentives for the overall health of the business.
  22. Identify areas of opportunities in our services and contribute to the development of systems, tools, and processes to realize those opportunities.
  23. Influence product enhancements, collaborating closely with marketing, product, and other cross-functional teams.

Requirements

  • 6+ years of professional experience.
  • 2+ years of work experience as a Quality Coach / Analyst.

Mandatory Skills

  • Excellent communication and interpersonal skills.
  • Experience in B2B sales, account management (revenue generation), and customer success.
  • 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.

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.

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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