Quality Analyst (ERT - Detroit)
TaskUs•Detroit, MI
•$34,000 - $50,000
About The Position
As a Quality Analyst, you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met.
Requirements
- 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)
- 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 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 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
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
