Specialist - Quality Analyst

Overview

Quality Analyst role at MarketStar in Hyderabad, responsible for reviewing and auditing customer and sales conversations to ensure service quality, compliance and representative performance.

What you'll do

• Conduct quality reviews of telephonic and email conversations to ensure quality service goals and standards are met, and identify areas for improvement.
• Audit sales outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures in the framework.
• Verify that representatives provide up-to-date information, follow current processes, and communicate effectively with merchants.
• Ensure stipulated compliance guidelines are met and take corrective measures when there is a miss.
• Summarize findings and recommendations and forward them to the team supervisor for performance discussions, assessments and promotional decisions.
• Provide coaching and guidance based on audit findings, and deliver weekly/ongoing performance feedback to associates as outlined by the business.
• Mentor and transition newly hired representatives from the learning environment to the daily production environment.
• Provide formal product/process refresher training to facilitate ongoing learning.
• In merchant escalations, assist representatives in preparing a root cause analysis (RCA) of the call, provide data points, or take the call on the representative's behalf.
• Maintain comprehensive working knowledge of policies, procedures, and benefits.
• Create SOPs relevant to the program as required.

What you'll need

• Proven experience as a corporate sales and communication trainer.
• Understanding of effective teaching methodologies and tools.
• Understanding of effective sales techniques.
• Willingness to keep abreast of new techniques in corporate teaching.
• Proficiency in MS Office (especially PowerPoint).
• Phenomenal communication, presentation and public speaking skills.
• Organizational and time management abilities.
• Critical thinking and decision making.
• Exceptional communication and interpersonal skills.
• Analytical skills and logical reasoning.
• Resource management.
• Coaching skills.
• Performance management.
• Business acumen.
• Familiarity with quality tools.
• Training delivery: delivering training sessions to new hires and tenured representatives effectively.
• Product knowledge: excellent knowledge of DoorDash.
• Adapting to change: adapting to changing situations and restructuring tasks and priorities as the business changes.
• Proactive approach: proactively identify potential hurdles and put fixes in place.
• Interpersonal communication: communicate clearly and effectively with people inside and outside the team.
• Stakeholder management: manage the expectations of internal and external stakeholders.

Details

• Location: Hyderabad, India.
• Experience: 2-5 years.