Quality Analyst - Ad Operation

Job description

Read on to understand more about this opportunity.

• About the Client: A leading social news aggregator and online advertising platform.
• What kind of work will you be doing (Domain - Job skill requirement)
• Audit transactional quality of tasks related to digital marketing.
• Conducting RCAs.
• Conduct weekly feedback sessions with reps.
• Evaluating and identifying key error-prone areas that can affect the team's performance and
• improve client and account management experience. This is inclusive of both voice and nonvoice processes.
• Assess agent behavior, counsel, and coach them in order to reduce negative customer
• experience, wastage of time and resources, and agent attrition.
• Identifying team members who would require increased assistance and coaching.
• Staying on top of trends will help businesses optimize customer relations and outperform competitors.
• Responsible for picking the most effective performance metric for the business to analyze and should be able to identify the most effective way to evaluate the performance.

Responsibilities:

• Develop new joiners and experienced into high-performance members through acombination of 1:1 coaching, casework shadowing, focusing on training to increase accuracy.
• Publish weekly, monthly, and quarterly quality and compliance score reports
• Conducting refresher training on Product and Process for the new joiners and the existing team members to keep them abreast of all the recent changes and updates.
• Conducting periodic process knowledge tests to monitor and identify the weak areas of the existing teammates.
• Identify quality gaps for new joiners and existing team members through remote and live case monitoring by video call barging over screen share.
• Identify, lead, and execute product and process innovation to increase advertiser performance and their investments.
• Actively participate in case audit calibrations and coach team members on the identified gaps.
• Stay abreast of the new trends, process updates, and tools.
• Conduct case audits and calibrations per week per rep in line with the quality framework.
• Develop visual aids that can be used as a guideline for the production staff.

What will you need to succeed

• Experience in digital marketing is mandatory.
• Ability to explain complex topics in a variety of ways to successfully impart knowledge to a variety of audiences.
• Ability to adapt and communicate information to a wide range of audiences and in a variety

of situations.

• Excellent presentation, interpersonal, communication, problem-solving, analytical, and organizational skills to manage multiple complex tasks, issues, and deadlines.
• Ability to work independently to meet strict deadlines and be able to work collaboratively with others in group settings.
• Proficient in MS Office (Excel, Word, PowerPoint) or alternatives.
• Excellent conflict resolution and mitigation skills.
• Excellent Feedback delivery skills.
• Should be good at coaching, feedback, and listening skills.
• Prior experience as a QA.
• Having prior exposure to international markets in or before Regalix.
• Impeccable attention to detail.
• Willing to work on any shift.

Must-Have Skills: (General Competency)

• Excellent Communication (Written & Verbal).
• Extensive exposure to Social Media Marketing Products specifically Campaign Management/ Account Strategies.
• Building Campaigns, Optimisations, etc., QC Tools, Coaching, Audit of transactional processes.
• Ad Operations.
• Campaign Build Audit, Transactional QA.
• Communication Skills (Written and Verbal).
• Client Management, Stakeholder Management.
• Detail Oriented..