Quality Analyst (start date: 02/13) - NBF onsite
About The Position
About TaskUs: 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 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! 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. 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. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. Summary The Quality Analyst is responsible for ensuring the customer service provided by frontline representatives meets established quality standards, client requirements, and regulatory compliance. This role is focused on auditing performance, analyzing data to identify trends and gaps, and providing constructive recommendations for continuous process and performance improvement.
Requirements
- Prior experience in a customer service environment or related field.
- Strong proficiency in technical tools, particularly Microsoft Office and Google Sheets/Excel, for data analysis and cleaning.
- Ability to learn new systems and terminologies quickly
- Familiarity with quality assurance programs, internal audits, and customer surveys.
- Strong analytical, critical thinking, and communication skills to provide constructive feedback and recommendations.
Nice To Haves
- Knowledge of quality systems (e.g., NICE, Salesforce, Gong) is a plus.
Responsibilities
- Quality Auditing and Compliance: Conduct audits of customer calls to ensure quality is maintained throughout the process.
- Ensure that all procedures and norms are followed, checking on compliances as aligned with client Service Level Agreements (SLAs) and Statements of Work (SOW).
- Review and refine quality policy expectations to reflect scripted processes and adherence to industry regulations.
- Check for adherence to industry-specific regulations.
- Performance Analysis and Improvement: Identify gaps in performance and provide constructive recommendations for process improvement to the team.
- Perform significant data analysis, including receiving, analyzing, and cleaning up raw data, and creating reports (weekly/quarterly) for performance metrics.
- Report any kind of performance misalignment with Service Level Agreements (SLAs).
- Monitor team member performance to identify opportunities for corrective action when metrics are not met.
- Documentation and Training: Develop internal leading metrics and reporting for quality to improve standards.
- Collaborate with other teams to design and implement a comprehensive playbook for frontline managers and customer service representatives.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
