Description
As a Quality Analyst at TaskUs, you will be the go-to person for Teammates and clients to analyze, evaluate, and resolve back-end issues affecting their day-to-day tools, performance, and processes.
Your main tasks will center on being the first level of escalation in fixing problems and ensuring that clients' complaints are resolved in a timely manner and avoided in the future.
Responsibilities:
- Prepare weekly and monthly reports on the quality of Teammates' performance
- Identify potential quality issues per a defined process and escalate ongoing quality issues to management
- Verify implemented solutions or fixes to ongoing quality issues
- Hold regular calibration sessions with your assigned teams, which include conducting side-by-side task monitoring and feedback sessions with Teammates and Team Leaders
- Attend weekly business reviews with assigned campaign Team Leaders, Operations Managers, and clients
Requirements:
- Knowledge of customer service practices within and/or beyond the BPO space
- Ability to identify patterns or connections between situations, issues, or problems that may not be explicitly related
- Aptitude in expressing ideas and presenting analysis, findings, and recommendations through clear and effective written and verbal communications
- Capacity to learn more about business, economics, or other relevant subjects under study through various research methodologies
- Background in conducting research and analytics, backed by advanced computer proficiency
- Experience in mediation and conflict resolution techniques
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.