Job Overview

???? Job Title:

Senior Quality Analyst

???? Company:

MarketStar

???? Location:

Bengaluru, Karnataka
Job Type: Full-time
Experience: 3–8 years

???? About MarketStar:

MarketStar has over 35 years of experience helping innovative tech companies drive revenue through outsourced B2B demand generation, sales, customer success, and revenue operations. With global offices in the USA, India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, our 3,000+ employees embody our six core values and contribute to a culture of growth, inclusivity, and purpose.

???? Role Overview:

As a Senior Quality Analyst, you will monitor and improve agent performance, drive customer experience strategy, and govern the quality assurance process across all business stages. You’ll be expected to lead improvements, coach team members, and ensure alignment with client expectations.

???? Key Responsibilities:

• Audit CRM entries and customer interactions (calls, emails, chats, surveys)

• Investigate files and monitor adherence to customer experience standards

• Coach agents to deliver defined service quality

• Develop quality improvement programs and preventive/corrective actions

• Deliver structured feedback to improve performance

• Drive CSAT/NPS improvement initiatives

• Conduct root cause analysis and recommend solutions

• Partner with Learning, Operations, and Clients to align on insights and training

• Define audit frameworks and ensure QA policy compliance

• Contribute to marketing solutions, product knowledge, and onboarding best practices

• Influence product and process improvements through insights

???? Skills & Qualifications:

• 3+ years of professional experience; 2+ years as a Quality Coach/Analyst

• Excellent verbal and written communication

• B2B sales experience, preferably in digital marketing

• Strong interpersonal and relationship-building skills

• Familiarity with virtual communication tools

• Experience with MS Office, Google Suite, quality tools, and reporting

• Client-facing capabilities, coaching skills, and data analysis expertise

• Lean / Six Sigma Green Belt certification

• Experience in setting up and managing QA processes

• Adaptability in fast-paced, evolving environments

✅ Must-Have Skills:

• B2B sales (digital marketing)

• Quality tools and reporting

• Data analysis and client management

• Training delivery and refresher sessions

• Excellent communication and coaching under pressure

???? What’s In It For You?

• Employee-centric benefits: Health insurance, generous leave, COVID support, well-being sessions

• Growth-focused culture with fast-track leadership programs

• Work with world-renowned clients and innovative global teams

• Personalized training and professional development

• Diverse, inclusive, and equal opportunity employer

⚠️ Note:

MarketStar does not charge any fees at any stage of the recruitment process. If you receive unsolicited payment requests, report them to peoplesuccessoperations@marketstar.com.

????️ Ready to take the next step in your career?

Click "Apply Now" to join MarketStar and grow with us!

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