Quality Analyst

TaskUs•San Antonio, TX

2d•$34,000 - $50,000

About The Position

As a Quality Analyst, you will complete audits or evaluations, which may include quality audits and root-cause analysis (RCA) scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, and other metrics. You will ensure that defined monthly or weekly evaluation targets are met. The role also involves coaching teammates, reporting performance, identifying and escalating quality issues, and supporting quality and process improvements for the assigned campaign or line of business.

Requirements

Intermediate skills in Excel or Google Sheets.
Problem-solving skills.
Strong customer centricity.
Ability to provide constructive feedback assertively.
Good written and verbal communication skills.
Logical thinking.
Ability to manage conflicts.
Strong attention to detail.
Ability to work with minimal supervision.
Initiative and good judgment.
Ability to manage multiple projects and be versatile.
Ability to establish and maintain effective working relationships with a wide variety of individuals.
Ability to work with a diverse team.
A continuous improvement mindset.
Clear thought process and articulation.
Conscientiousness, diligence, and assertiveness.

Nice To Haves

Previous experience in quality functions in the financial services or fintech industry.
At least 6 months of work experience as a Quality Analyst.
Familiarity with basic quality tools such as cause and effect, histograms, and correlation.

Responsibilities

Audit calls, interactions, or transactions for aligned teammates.
Coach teammates for campaign-specific performance improvement.
Report performance for an aligned span on a daily, weekly, or monthly basis.
Provide inputs and audit bases for briefings and training needs identified.
Partner with Team Leaders in leading team meetings focused on metric improvement.
Participate in strategic projects for the campaign or line of business.
Identify and escalate potential quality issues according to the defined process.
Isolate and report defects, and verify defect fixes.
Suggest process or system improvements based on common customer concerns.
Accomplish other responsibilities assigned by management.
Drive quality initiatives, contests, and campaigns for the assigned span.
Stay updated on knowledge and serve as a subject matter expert for the campaign or line of business.