Senior Quality Analyst

Role Responsibilities:

• 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.
• Investigate the supporting files.
• Monitoring, coaching and feedback - responsible for delivery of the defined customer experience in every call.
• Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels.
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• 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.
• Provide structured and timely feedback/recommendations; actionable feedback (verbal and/or written) to the rep and/or management to improve individual and team performance.
• Implementation and effective usage of different QC Tools, best practices, and procedures.
• Monitor and device plans to improve CSAT / NPS.
• Monitor employee quality records; track and report on outcomes.
• Conduct and drive root cause analysis insights to improve cross-functional service processes.
• Drive operational excellence process change management.
• Partner with the learning function, operations and clients to share actionable insights, develop and govern plans for performance improvement goals and development of training programs.
• Determine readiness of new hires post-training.
• Analyze and report service quality trends.
• Participate in calibration sessions.
• Assist training and operations team in reviewing training and knowledge base materials.
• Assist in defining audit framework and process for new workflows.
• Assist in drafting quality assurance policies and procedures.
• Design and execute strong governance plans to communicate with the internal customers, stakeholders, and clients to gain information, feedback, and approval.
• Ensure ongoing compliance with quality and industry regulatory requirements.
• 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.
• Develop and implement best practices and key metrics for your team to provide world-class new customer education and onboarding.
• Partner closely with LinkedIn POCs to align goals and incentives for the overall health of the business.
• Identify areas of opportunities in our services and contribute to the development of systems, tools, and processes to realize those opportunities.
• Influence product enhancements, collaborating closely with marketing, product, and other cross-functional teams.

Qualifications:

• 5+ years of professional experience.
• 2+ years of work experience as Quality Coach / Analyst.
• Excellent communication and interpersonal skills.
• Experience in B2B sales, account management (revenue generation), 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.

Must Have Skills:

• Excellent communication skills (Written Verbal).
• B2B sales exposure in digital marketing.
• Quality tool.
• MS Office Google Suite.
• Training delivery, conducting PKTs Refresher sessions.
• Reporting Data analysis.
• Client Management.
• Coaching, ability to work under immense pressure strict targets.