Quality Analyst - Waymo Fleet Response

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 45,000 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.

The Quality Analyst is responsible for creating an end-to-end test plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy- and/or external systems.

Waymo is looking for Fleet Response Quality Analysts. As a Quality Analyst, you will be responsible for reviewing Fleet Response Specialist tool-to-vehicle interactions and assessing response accuracy and adherence to standard operating procedures. You will be expected to flag interactions for manager review as needed each week, identify trends in low scoring interactions, and provide feedback regarding policies and areas of improvement. 

Waymo’s mission is to make it safe and easy for people and things to move around. It is the job of the Quality Analyst to document whether interactions follow all SOPs appropriately. Quality Analysts must exhibit a strong commitment to safety, professionalism and personal responsibility. 

Roles and Responsibilities:

• Evaluate TMs tool-to-vehicle interactions to assess response accuracy 

• Participate in stuck rubric grading alignment sessions to further improve rubric dimensions and Fleet Response quality 

• Assist with the compilation and analysis of driverless Self Driving Car interactions

•  Generate simulation scenarios to determine the most effective Fleet Response Specialist action to take to resolve the scenario 

• Coach agents for performance improvement

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

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

• Partner with TLs in leading Team Meetings for metric 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/LoBR

Technical skills & Qualifications:

• Demonstrated expertise in Fleet Response Specialist systems with at least 3 months experience in the Fleet Response Specialist role