Remote Healthcare Quality Analyst (Temp)
About The Position
TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. As a Quality Analyst, you will be the conscience keeper for the business, observing what is happening and reporting it objectively and dispassionately, while also looking for ways to continuously improve. You will perform different types of audits like Teammate audits, Root cause analysis (RCA) scrubbing for customer satisfaction (CSAT)/net promoter score (NPS), resolution rate, and average handle time (AHT), Policy adherence audits & Compliance checks. These audits will help TaskUs make critical decisions to improve overall performance for both the organization and its clients.
Requirements
- A graduate of any course is preferred
- Minimum 1 year work experience as a quality analyst
- Basic skills in Excel or Google Sheets
- Problem-solving skills
- Familiarity with applying basic quality tools, such as cause and effect, histogram, correlation, etc.
- Experience working in the Healthcare Fields/Branches
- Able to work from home (Stable internet / Private workspace)
- 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
- Demonstrates a clear thought process
- Articulates clearly
- Exercises conscientiousness and diligence
- Demonstrates assertiveness
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 trainings which need identification
- Partner with team leaders (TL) in leading team meetings for metrics improvement
- Participate in strategic projects for the campaign/line of business (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 an SME for the campaign/LOB
Benefits
- medical, dental, and vision insurance
- 401(k) with company match
- paid time off including vacation, sick leave, and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
