Description
As a Quality Analyst at TaskUs, you will be the go-to person for teammates and clients, helping 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
- At least 1 year of sales experience
- 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