Quality Analyst

TaskUs•San Antonio, TX

3d•$34,000 - $50,000

About The Position

As a Quality Analyst at TaskUs, you will complete audits and evaluations, which may include quality audits and root cause analysis (RCA) scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, and Ticket Closures. You will meet defined monthly or weekly evaluation targets and support quality and performance improvement for an aligned team or campaign. The role also includes reporting performance, contributing to training and briefings, identifying and escalating quality issues, and recommending process or system improvements based on customer concerns.

Requirements

At least 6 months of work experience as a Quality Analyst is preferred.
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, clear articulation, conscientiousness, diligence, and assertiveness.

Nice To Haves

Previous experience in Quality functions in the financial services or fintech industry.
Familiarity with basic quality tools, such as cause and effect, histograms, and correlation.

Responsibilities

Audit calls, interactions, and transactions for aligned Teammates.
Coach Teammates for campaign-specific performance improvement.
Report performance for an aligned span daily, weekly, or monthly.
Provide audit inputs and supporting information for briefings and training needs.
Partner with Team Leaders in leading team meetings focused on metrics improvement.
Participate in strategic projects for the campaign or line of business (LOB).
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.
Complete other responsibilities assigned by management.
Drive quality initiatives, contests, and campaigns for the assigned span.
Stay current on knowledge and serve as a subject matter expert for the campaign or LOB.
Meet defined monthly or weekly evaluation targets.