Quality Analyst Bilingual EnglishArabic

About TaskUs: 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 45000 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 moments notice and mastering consistency in an ever-changing world.

What We Offer: At TaskUs we prioritize our employees well-being 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.

The Quality Analyst (QA) plays a critical role in the team ensuring that the teammates consistently meet agreed client KPIs on quality standards and scores by providing constant feedback calibration sessions and training sessions. The role focuses on identifying gaps in learning recommending improvements and supporting multi-geo teams to enhance overall performance and customer satisfaction. An important part of the role is ensuring that all teammates are fully aligned with the client policies at all times.

Technical skills and qualifications:

Graduation (preferred)

At least one-year of work experience as a Quality Analyst (preferred)

Basic skills in Excel or Google SheetsProblem-solving skills

Familiarity with the application of basic quality tools such as cause and effect histogram correlation and others (preferred)

Soft skills: Has strong customer centricity

Can assertively provide constructive feedback

Has good written and verbal communication skills in English (C1) and Arabic (B2-C1)

Thinks logically

Can manage conflicts

Pays strong attention to detail

Can work with minimal supervision

Demonstrates initiative and good judgment

Versatility and ability to work on multiple projects

Can establish and maintain effective working relations with a wide variety of individuals

Can work with a diverse team

Has a Continuous Improvement mindset

Key Responsibilities

• Quality & Performance: Provide regular feedback to TMs in relation to their performance to support their KPIs weekly / monthly. Report trends to OM/TL.
• Support achieving operational excellence by providing insights on quality process trends and gaps and receiving feedback and improvement suggestions from the frontline perspective.
• Provide data analysis and information for weekly/monthly/quarterly/half-year and full-year business reviews
• Support clients in improving their tools and processes by reporting bugs and errors and providing feedback using appropriate channels.
• Strive for excellence - maintain up-to-date knowledge of Client and TaskUs policies procedures and workflows. e.g Campaign Instructions & Guidelines etc.
• Identify and roll out refresher training to the team which will be driven by quality analysis. Ensure ongoing high levels of knowledge. Also ensure that updates are delivered in a timely manner.
• Ensuring team understanding of updates and information shared in the instructions doc/team meetings / etc through effective communication and encouraging team participation. Respond to the teams feedback.
• Ensure timely completion of mandatory courses (TaskUs & Client).
• Follow WFH guidelines report risks and support OM in regular compliance checks.

Team Support & Guidance

• Participate in Client Sync sessions & TaskUs team sessions to ensure efficient ticket completion feedback and product reporting
• Supporting TMs in working towards their professional goals and keeping the team engaged and motivated

Training & Continuous Learning

• Foster a culture of continuous improvement and innovation within the team
• Provide regular feedback to TMs in relation to their performance. Report trends to OM
• Identify and facilitate the roll-out of regular training sessions. Work with TLs to deliver Nesting training along with new campaign training.
• Ensure ongoing high levels of knowledge including the delivery of updates in a timely manner

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 Experience:

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