# Quality Analyst

**Company**: TaskUs
**Location**: Hyderabad, India
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://taskus.wd1.myworkdayjobs.com/en-US/Careers/job/Hyderabad-India---Coworking/Quality-Analyst_R_2609_11219?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1daac21b-6c6

## Description

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:**

- Graduate of any course (preferred)

- 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

**What We Offer:** At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages.

## Skills

### Required
- customer service
- quality analysis
- problem-solving
- communication

### Nice to have
- Excel
- Google Sheets
- quality tools

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Source: [Apply at taskus.wd1.myworkdayjobs.com](https://taskus.wd1.myworkdayjobs.com/en-US/Careers/job/Hyderabad-India---Coworking/Quality-Analyst_R_2609_11219?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)