Quality Assurance Specialist

hace 18 horas

Perímetro Urbano Medellín, 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 clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a global workforce of approximately 45,000 employees across twelve countries.

Our Culture: 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.

The Role: The Quality Assurance Specialist is responsible for creating an end-to-end test plan, including quality metrics, and executing the plan to ensure that all objectives are met and the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy- and/or external systems.

Key Responsibilities:

  • Audit calls/interactions/transactions for aligned agents
  • Coach agents for performance improvement
  • 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

Requirements:

  • Bilingual in English & Spanish with a minimum B2 proficiency in English.
  • At least 2 years in college (BS or BA preferred)
  • Minimum of 1-year experience as Quality Analyst (preferred)
  • Basic excel/google sheets skills
  • Problem-solving skills
  • Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation, etc.

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

TaskUs Commitment: TaskUs is committed to providing equal access to opportunities and promoting a culture of diversity, equity, and inclusion. If you need reasonable accommodations in any part of the hiring process, please let us know.

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