Quality & Enablement Manager (Player-Coach) Dropbox

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 MarketStars 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 3000 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 cant wait to discuss how we can help you find growth!

About the Quality and Enablement Specialist (Player-Coach) Dropbox:
MarketStar is seeking a Quality & Enablement (Q&E) Specialist to support our Dropbox team. This role operates as a player-coach combining hands-on Quality Assurance execution with leadership and operational support. The Q&E Specialist (Player-Coach) is responsible for evaluating the quality of interactions between our sales representatives and existing or potential customers while also helping guide and mentor QA team members to ensure consistency accuracy and quality improvement.

In this role you will monitor inbound/outbound calls emails and online chats to assess representative demeanor technical accuracy customer service performance and adherence to policies and procedures. You will work closely with Sales Enablement and Training leadership to implement quality processes support training enhancements and drive ongoing quality improvement. The ideal candidate is someone who excels at both performing QA work and coaching others toward higher performance.

What will you do
Perform call email and chat quality reviews for sales teams using monitoring systems and QA applications.
Use quality monitoring data systems to compile and track performance at team and individual levels.
Provide day-to-day coaching guidance and support to QA peers; assist with workload prioritization and evaluation consistency.
Identify training needs and communicate insights to the training department as needed.
Prepare and analyze internal and external quality reports for management review.
Conduct calibration sessions across all products and programs with Senior Leadership Team Leads QA peers and other management stakeholders.
Provide actionable data and insights to internal support groups and cross-functional teams.
Work with internal and external stakeholders to support program initiatives.
Provide feedback to sales team leaders and senior leadership.
Create and maintain standardized workflows and procedures; recommend workflow and process improvements to increase accuracy and efficiency.
Support onboarding and development of new QA team members by acting as a mentor and subject matter expert.
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 their current position.
Ability to interpret data dashboards to identify trends and areas of opportunity.
Excellent verbal written interpersonal and organizational skills.
Proficiency in Microsoft Office and Google Workspace.
Demonstrated ability to coach mentor and influence others while maintaining strong individual performance.
Results-oriented with the ability to motivate others and drive performance.
Adaptive management style with the ability to work effectively at both micro and macro levels.
Ability to multitask and operate in a fast-paced environment.
Must adapt well to change and successfully adjust priorities as needed.
A skills assessment may 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 for assistance.