Quality Analyst

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

As a Quality Analyst, you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met. 

Roles and responsibilities:

• Audit calls/interactions/transactions for aligned Teammates

• Coach Teammates for performance improvement (campaign specific) 

• Report performance for an aligned span on a daily/weekly/monthly basis

• Provide inputs and basis audits for briefings and training which need identification 

• Partner with Team Leaders (TLs) in leading team meetings for metrics improvement

• Participate in strategic projects for the campaign/LOB

• Identify and escalate any potential quality issues per defined process

• Isolate and report defects; verify defect fixes

• Suggest process/system improvements based on common customer concerns

• Accomplish other responsibilities assigned by management

• Drive quality initiatives, contests and campaigns for the assigned span

• Be updated on knowledge and serve as SME for the campaign/LOB

Technical skills and qualifications:

• Graduate of any course (preferred)

• Basic understanding of “Types of companies, Promoter Holdings & adherence to government regulations”

• Must have worked in customer service (Voice & Back Office experience preferred)

• At least one-year of work experience as a Quality Analyst (preferred)

• Basic skills in Excel or Google Sheets 

• Problem-solving skills

• Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred)

Soft skills:

• Proficiency in English language - C1/C2 preferred

• Has strong customer centricity

• Can assertively provide constructive feedback

• Has good written and verbal communication skills

• Thinks logically

• Can manage conflicts 

• Pays strong attention to detail

• Can work with minimal supervision

• Demonstrates initiative and good judgment

• Can work on multiple projects and is versatile

• Can establish and maintain effective working relations with a wide variety of individuals

• Can work with a diverse team

• Has a Continuous Improvement mindset

Personality traits required:

• Demonstrates clear thought process

• Articulates clearly 

• Exercises conscientiousness and diligence

• Demonstrates assertiveness

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.