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Quality Assurance Specialist
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About TaskUs: Transforming Customer Experience, TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions for fast-growing technology companies. Our mission is to empower our clients to represent, protect, and grow their brands through our expertise in cloud-based infrastructure. With a presence in multiple locations across the globe, we serve clients in various sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
We take pride in our culture of constant innovation and commitment to delivering exceptional results. At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our inclusive environment and positive impact on the community are reflective of our dedication to supporting People First.
As a Quality Analyst, you will be responsible for creating an end-to-end test plan that includes quality metrics; executing the plan and managing all activities to ensure that all objectives are met and that the solution works as expected. Your tasks will include:
- Auditing calls/interactions/transactions for aligned agents
- Coaching agents for performance improvement
- Reporting performance for aligned span on a daily/weekly/monthly basis
- Providing inputs for briefings and training need identification
- Partnering with Team Leaders in leading Team Meetings for metric improvement
- Participating in strategic projects for the campaign/Line of Business
- Identifying and escalating any potential quality issues per defined process
- Isolating and reporting defects; verifying defect fixes
To succeed in this role, you should possess:
- Bilingual proficiency in English & Spanish (minimum B2)
- At least 2 years of college education (BS or BA preferred)
- Minimum 1-year experience as Quality Analyst (preferred)
- Basic excel/google sheets skills
- Problem-solving skills
- Familiarity with application of basic quality tools such as cause and effect, histogram, correlation etc.
- Strong customer centricity
- Ability to provide constructive feedback in an assertive manner
- Good written and verbal communication skills
