Quality Assurance Specialist

2 weeks ago


Pasig, National Capital Region, Philippines TaskUs Full time
Quality Assurance Specialist

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. Our team of experts helps clients represent, protect, and grow their brands.

The Quality Assurance Specialist will be responsible for analyzing and evaluating back-end issues affecting day-to-day tools, performance, and processes. This role requires strong analytical skills and the ability to identify potential quality issues and escalate them to management.

Key Responsibilities:

  1. Prepare weekly and monthly reports on the quality of teammate performance;
  2. Identify potential quality issues per defined process and escalate ongoing quality issues to management;
  3. Verify implemented solutions or fixes to ongoing quality issues;
  4. Hold regular calibration sessions with assigned teams, including conducting side-by-side task monitoring and feedback sessions with teammates and team leaders;
  5. Attend weekly business reviews with assigned campaign team leaders, operations managers, and clients.

To succeed in this role, you should have knowledge of customer service practices within and/or beyond the BPO space, as well as experience in mediation and conflict resolution techniques.



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