• Job Description

  Req#: R_2505_6723

  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.

  Introduction
  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.

  Roles and responsibilities:
  Audit calls/interactions/transactions for aligned teammates
  Coach teammates for performance improvement (campaign specific)
  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:

  Proficient B2/C1 English

  Proficient B2/C1 Portuguese
  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” mindset

  Personality traits:
  Demonstrates a clear thought process
  Articulates clearly
  Exercises conscientiousness and diligence
  Demonstrates assertiveness
  

  About Us:

  TaskUs is the fastest growing tech-enabled business services company in the world, delivering the customer support, AI operations and content security services that power the world’s most innovative companies. Listed as one of Glassdoor‘s “100 Best Places to Work”, USA Today’s “Best Company Cultures” and “Best Companies for Women” by Comparably, TaskUs is a Frontline-First company that puts its people at the heart of everything they do. TaskUs has been recognized as one of the Inc. “5000 Fastest Growing Private Companies in America” for the past seven years consecutively. Founded in 2008 by Bryce Maddock and Jaspar Weir, the company raised over $250mm in 2018 from the world’s largest private equity firm, Blackstone.

  TaskUs currently has over 47.000 employees and offices across the U.S., Philippines, India, Taiwan, Croatia and Mexico. To find out more visit www.TaskUs.com .
  
  TaskUs Inc. is an equal opportunity employer.

  How We Partner To Protect You: TaskUs 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 TaskUs.

  
  DEI: In TaskUs 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. TaskUs 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 TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/ .

• About the company

  TaskUs is a fast growing tech-enabled BPO company, delivering customer support, AI operations and content security services to power innovative companies.

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