Remote Quality Analyst - Healthcare (Seasonal)

TaskUs•USA - Remote - Cirrus, TX

7d•Remote

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 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. So what does a Quality Analyst do? Think of yourself as the conscience keeper for the business. You will observe what is happening and report it objectively and dispassionately. You will also keep an eye for ways to continuously improve. To do this 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. The improvements will not only be for the organization but also for the 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