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 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.

• Job Description Summary

• 1 QA in NBF (Spanish Safety)

• So what does a Quality Analyst do? Think of yourself as the conscience keeper for the business. You will observe what is happening and report it objectively and dispassionately. You will also keep an eye for ways to continuously improve.

• To do this you will perform different types of audits like:

• Teammate audits
  Root cause analysis (RCA) scrubbing for customer satisfaction (CSAT)/net promoter score (NPS), resolution rate, and average handle time (AHT)
  Policy adherence audits
  Compliance checks
  
  These audits will help TaskUs make critical decisions to improve overall performance. The improvements will not only be for the organization but also for the clients.

• Job Description

• Job Description

• 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 trainings which need identification 

  • Partner with team leaders (TL) in leading team meetings for metrics improvement

  • Participate in strategic projects for the campaign/line of business (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 an SME for the campaign/LOB

• Technical skills and qualifications:

  • A graduate of any course is preferred

  • Minimum 1 year work experience as a quality analyst

  • Basic skills in Excel or Google Sheets

  • Problem-solving skills

  • Familiarity with applying basic quality tools, such as cause and effect, histogram, correlation, etc.

• Soft skills:

  • 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” mindse