Quality Analyst

As a Quality Analyst at TaskUs, you will complete audits or evaluations, including 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.

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:

• Previous experience in Quality functions for financial services / fintech industry is preferred.
• At least 6 months of work experience as a Quality Analyst (preferred)
• Intermediate 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:

• 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

Benefits:

• Competitive industry salaries
• Comprehensive benefits package including medical, dental, and vision insurance; 401(k) with company match; and paid time off including vacation, sick leave, and holidays