Quality Assurance Specialist

hace 1 semana

Medellín, Antioquia, Colombia TaskUs A tiempo completo
About TaskUs

TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions to fast-growing technology companies. Our mission is to help our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a global workforce of approximately 45,000 employees across 23 locations in 12 countries.

Job Title: Quality Analyst

The Quality Analyst is a critical role responsible for creating and executing comprehensive test plans to ensure the quality and reliability of our clients' solutions. This includes developing quality metrics, executing test plans, and managing all activities to ensure that the solution meets the required standards.

Key Responsibilities:
  1. Audit calls, interactions, and transactions to ensure alignment with client requirements.
  2. Coach agents on performance improvement and provide feedback.
  3. Report performance metrics on a daily, weekly, and monthly basis.
  4. Provide input for briefings and training needs identification based on audit findings.
  5. Partner with team leaders to lead team meetings and drive metric improvement.
  6. Participate in strategic projects for the campaign or line of business.
  7. Identify and escalate potential quality issues per defined process.
  8. Isolate and report defects, verify defect fixes.
  9. Suggest process and system improvements based on common customer concerns.
  10. Accomplish other responsibilities assigned by management.
  11. Drive quality initiatives, contests, and campaigns for the assigned span.
  12. Stay updated on knowledge and serve as a subject matter expert for the campaign or line of business.
Requirements:
  1. Bilingual in English and Spanish with a minimum B2 proficiency in English.
  2. At least 2 years of college education (BS or BA preferred).
  3. Minimum of 1-year experience as a Quality Analyst (preferred).
  4. Basic Excel and Google Sheets skills.
  5. Problem-solving skills.
  6. Familiarity with basic quality tools such as cause and effect, histogram, correlation, etc.
  7. Strong customer-centricity.
  8. Ability to provide constructive feedback in an assertive manner.
  9. Good written and verbal communication skills.
  10. Logical thinking.
  11. Ability to manage conflicts.
  12. Ability to work with minimal supervision and demonstrate initiative and good judgment.
  13. Versatility and ability to work on multiple projects.
  14. Ability to establish and maintain effective working relations with a wide variety of individuals.
  15. Ability to work with a diverse team.
Personality Traits Required:
  1. Clear thought process.
  2. Ability to clearly articulate.
  3. Highly conscientious and diligent.
How We Partner To Protect You:

TaskUs will neither solicit money from you during your application process nor require any form of payment to proceed with your application. Please ensure that you are always in communication with only authorized recruiters of TaskUs.

TaskUs is committed to providing equal access to opportunities and welcomes applicants from diverse backgrounds, demographics, and circumstances. If you need reasonable accommodations in any part of the hiring process, please let us know.

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