Job Details

Job Title: Specialist – Quality Analyst
Experience: 5-7 Years
Job Type: Full-time
Location: Bengaluru, Karnataka
Benefits: Health Insurance

About MarketStar

At MarketStar, we believe in creating growth—for our clients, employees, and community. For over 35 years, we have been generating revenue for some of the world’s most innovative tech companies through our outsourced B2B demand, sales, customer success, and revenue operations solutions.

Why Join Us?

We provide mentorship, leadership, and career development opportunities.
We actively support our communities through the MarketStar Foundation.
We take pride in our award-winning workplace culture.
We are a global organization with 3,000+ employees in India, USA, Ireland, Bulgaria, Mexico, the Philippines, and Australia.

We are excited to have you apply and explore how we can help you grow! ????

Job Description: Quality Analyst (Specialist Level)

As a Quality Analyst, you will be responsible for auditing, evaluating, and enhancing the quality of interactions across voice, chat, and email channels. You will work closely with team members to improve performance, ensure compliance, and optimize customer experience.

Key Responsibilities:

Audit incoming and outgoing calls, emails, and chat queries.
Conduct VOC (Voice of Customer) and survey analysis.
Hold weekly feedback sessions with representatives.
Evaluate and identify error-prone areas that impact performance.
Monitor team behavior, provide coaching, and reduce negative customer experiences.
Identify team members needing extra assistance and coaching.
Stay updated with market trends to help businesses optimize customer relations.
Define and track key performance metrics for effective evaluation.

Core Responsibilities:

Onboarding & Development:
- Train new hires and develop them into high-performance team members.
- Conduct 1:1 coaching and shadow casework to improve accuracy.
Performance Monitoring & Reporting:
- Publish weekly, monthly, and quarterly quality reports.
- Conduct case audits and calibrations per rep, as per the quality framework.
- Identify quality gaps in new and existing team members through live and remote monitoring.
Training & Process Enhancement:
- Conduct refresher training on products & processes for both new and existing team members.
- Administer process knowledge tests to monitor and improve weak areas.
- Identify, lead, and execute product and process innovations to improve advertiser performance.
Stakeholder Communication:
- Actively participate in audit calibrations and team coaching.
- Develop visual aids as guidelines for production staff.
- Stay updated with industry trends, process updates, and tools.

Qualifications & Skills:

Strong ability to explain complex topics in a clear, engaging manner.
Adaptable communication style for various audiences and situations.
Excellent presentation, interpersonal, analytical, and organizational skills.
Ability to multitask efficiently, meet deadlines, and collaborate in a team setting.
Proficiency in MS Office (Excel, Word, PowerPoint) or equivalent tools.
Strong conflict resolution, feedback delivery, and coaching skills.
Prior experience in Quality Assurance (QA) for email, chat, and voice environments.
Exposure to international markets (including Regalix or MarketStar experience) is a plus.
Impeccable attention to detail.
Willingness to work in flexible shifts.

What’s in It for You?

Continuous Learning & Growth:
- Entrepreneurial mindset & development opportunities.
- Career advancement and leadership programs.
Comprehensive Employee Benefits:
- Health Insurance
- Generous Leave Policy
- COVID Support & Vaccination Drives
- Well-being sessions & real-time grievance redressal
Flexibility & Career Progression:
- Fast-track growth opportunities for high-potential employees.
- Work with leading global brands as clients.
- Join an organization where 60%+ of leaders are homegrown.
Equal Opportunity Employer:
- We value diversity and inclusivity in our workforce.

Important Notes:

This job description outlines essential responsibilities but is not exhaustive.
Responsibilities may change over time based on business needs.

Ready to grow your career with MarketStar? Click "Apply Now" to get started! ????