• Job Description

  Req#: R19717
  If you are a current employee who is interested in applying to this position, please navigate to the internal Careers site to apply.
  
  Who is MarketStar?
  
  In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation.
  
  Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.
  
  We are excited to have you apply to join our MarketStar team and can't wait to discuss how we can help you find growth!
  
  About the Quality and Enablement Specialist - Dropbox:
  
  MarketStar is seeking a Quality & Enablement (Q&E) Specialist to support our Dropbox team The Q&E Specialist is responsible for assessing the quality of interaction between our sales representatives and existing and potential customers. The Q&E Specialist will monitor inbound/outbound calls, emails, and online chat to assess representative demeanor, technical accuracy, customer service performance and conformity to policy and procedures, ensuring the sales team is providing an educational and impactful experience for our customers. They will work directly with Sales Enablement and Training management to assist in developing, creating and implementing quality assurance processes and procedures, as well as making recommendations for enhancements to training materials as needed. The ideal Q&E Specialist candidate is a team-oriented individual who is driven to ensure that professionalism, productivity, and quality are maintained and continually improved.
  
  Location: US Remote
  
  What will you do?
  • Reviews quality of work performed by sales team through monitoring call and chat recording systems and applications.
  • Use quality monitoring data management system to compile and track performance at team and individual level
  • Identify training needs and communicate needs to the training department as needed.
  • Prepare and analyze internal and external quality reports for management staff review.
  • Conduct calibration sessions on calls for all products/programs with Senior Leadership, Team Leads, and other Management.
  • Provide actionable data to various internal support groups as needed.
  • Work with cross-functional stakeholders, both internal and external clients to achieve program initiatives.
  • Provide feedback to sales team leaders and senior leadership.
  • Create and maintain standardized workflows and procedures. Provides recommendations for change and participates in analysis of workflows and procedures to improve accuracy/efficiency.
  • Perform other related duties as assigned.
  
  What Will You Need to Succeed?:
  • Direct, B2B or tele-sales experience required, previous Quality Assurance experience preferred
  • Internal applicants must be exceeding metrics in current position
  • Ability to interpret data dashboards to identify trends and focus areas
  • Excellent verbal, written, interpersonal, and organizational skills
  • Proficient in Microsoft Office and Google products (Gmail, Forms, Sheets, etc.)
  • Results oriented with the ability to motivate others and drive performance
  • Must have an adaptive management style and the ability to work at micro and macro levels
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • A skill's assessment will be conducted as part of the interview process
  
  What We Offer:
  
  In our commitment to our "We Care" value, we believe in providing employees with valuable mental and physical well-being benefits including:
  • Structured learning and career development programs
  • Mental health program
  • Generous Paid Time Off policy
  • Paid medical leave
  • Child/Dependent care reimbursement
  • Education reimbursement
  • 401k match, hardship loan program, access to financial wellness advisor
  • Comprehensive healthcare coverage including medical, dental, and vision
  
  MarketStar is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state, and local laws that prohibit employment discrimination. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please contact us at talentacquisition@marketstar.com for assistance.

• About the company

  The best remote jobs for you

Notice