Quality Analyst
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Job Description
About TaskUs: TaskUs is a provider of outsourced digital services and nextgeneration customer experience to fastgrowing technology companies helping its clients represent protect and grow their brands. Leveraging a cloudbased infrastructure TaskUs serves clients in the fastestgrowing sectors including social media ecommerce gaming streaming media food delivery ridesharing HiTech FinTech and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45000 employees globally. Presently we have a presence in twentythree 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 moments notice and mastering consistency in an everchanging world.
What We Offer: At TaskUs we prioritize our employees wellbeing 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 employees career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
It started with one ridiculously good idea Create a different breed of 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 in a moments notice mastering consistency
in an everchanging world thats what it takes to get there. If thats something you want to be a
part of apply today for the Quality Analyst role to support Us in Egypt!
What does a Quality Analyst really do
The Quality Analyst is responsible for completing audits or evaluations which may include but not
be limited to Quality Audits scrubbing performed CSAT/NPS Resolution rate AHT Cycle Time
Policy Adherence Ticket Closures etc. Quality Analyst will ensure that they perform the evaluations
as per the targets defined for them on a monthly or weekly basis.
Roles and Responsibilities:
Audit calls/interactions/transactions for aligned Teammates
Coach Teammates for performance improvement (campaign specific)
Report performance for aligned span on a daily/weekly/monthly basis
Provide inputs basis audits for briefings and training need identification
Partner with TLs in leading Team Meetings for metric 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
Technical skills & Qualifications:
Graduation (Preferred)
Minimum of 1year experience as Quality Analyst (preferred)
Basic excel/google sheets skills
Problemsolving skills
Preferably familiar with application of basic quality tools such as cause and effect histogram
correlation etc.
Fluency in English
Soft skills:
Strong customer centricity
Ability to provide constructive feedback in an assertive manner
Good written and verbal communication skills
Logical thinking
Ability to manage conflicts
Attention to detail
Ability to work with minimal supervision and demonstrate initiative and good judgment
Versatility and ability to work on multiple projects
Ability to establish and maintain effective working relations with a wide variety of individuals
Ability to work with a diverse team
Continuous improvement mindset
Personality traits required:
Clear thought process
Ability to clearly articulate
Highly conscientious and diligent
Assertiveness
How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds demographics and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process please let us know.
We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus/careers/.
Required Experience:
IC
Employment Type
Full-Time
