Quality Analyst

2 weeks ago

Pasig, Philippines TaskUs Full time

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. 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. Job Description A Quality Analyst at TaskUs will support teammates on back-end concerns related to functionality, performance, reliability, stability, and compatibility issues in their day-to-day tools and tasks. The ideal candidate will be the first level of escalation in analyzing and resolving problems, working closely and in association with other concerned departments. Responsibilities include conducting audits per agent on a daily basis to ensure quality of work and compliance to processes, submitting End of Shift Reports to support study, evaluating information, and presenting analysis. The Quality Analyst will also ensure that client complaints are resolved and not repeated in the future. Additionally, the Quality Analyst will submit weekly and monthly quality reports, identifying potential quality issues per defined process, and escalating quality issues immediately to management. They will attend Weekly Business Reviews with assigned campaign TLs/OMs/Clients and hold regular calibration sessions with assigned teams. Requirements Ability to express ideas, analysis, findings, and formulate recommendations through clear and effective written and verbal communications Ability to acquire a greater understanding of business, economics, or relevant subject under study through the application of research methodologies Ability to identify patterns or connections between situations that are not obviously related and identify key or underlying issues in complex situations Able to focus efforts on discovering and meeting the client's needs Passionate about working well and surpassing standards of excellence Able to work cooperatively with others, to be part of a team, to work together, as opposed to working separately or competitively Capable of good judgment Qualifications If fresh graduate, a degree in business, marketing, or any related field Knowledge of customer service practices 1-2 years previous experience in Sales, Marketing, or Customer Service roles is a plus Experience in conducting research and analytics, supported by strong computer proficiency skills Experience in mediation and conflict resolution techniques Excellent communication skills (verbal and written) TaskUs is 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. #J-18808-Ljbffr

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