Description
TaskUs is seeking a Quality Analyst to join their team. The role involves auditing calls, interactions, and transactions for aligned teammates, coaching teammates for performance improvement, reporting performance, and providing inputs for briefings and training. The ideal candidate will have excellent Dutch language skills, basic skills in Excel or Google Sheets, problem-solving skills, and familiarity with basic quality tools.
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
Requirements:
- Excellent Dutch language in written and spoken
- Graduate of any course (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:
- Strong customer centricity
- Ability to assertively provide constructive feedback
- Good written and verbal communication skills
- Logical thinking
- Conflict management
- Attention to detail
- Ability to work with minimal supervision
- Initiative and good judgment
- Versatility
- Effective working relations with a wide variety of individuals
- Continuous Improvement mindset