Quality Analyst

Job Description

About Task Us:
Task Us 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, Task Us serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, Fin Tech, and Health Tech.

The People First culture at Task Us 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 Task Us 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 Task Us, 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 Task Us. 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

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:
Task Us 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 Task Us.

DEI:
In Task Us 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. Task Us 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 Task Us career opportunities and apply through the provided URL    .

Task Us is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. Task Us people first culture thrives on it for the benefit of our employees, our clients, our services, and…