Quality Assurance Analyst

hace 2 meses

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 highly skilled professionals.

Our Culture:

At TaskUs, we pride ourselves on our People First culture, which has enabled us to expand our workforce to over 45,000 employees globally. We have a presence in 23 locations across 12 countries, including the Philippines, India, and the United States.

Our Approach:

We understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, and being ready to handle any challenge at a moment's notice. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity.

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. 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 employee's career within TaskUs.

Job Summary:

The Quality Assurance Analyst is responsible for creating a comprehensive testing plan that includes quality metrics; executing the plan and managing all related activities to ensure that all objectives are met and the solution functions as expected. The solution must be tested in terms of functionality, performance, reliability, stability, and compatibility with other systems.

Key Responsibilities:

  • Audit calls/interactions/transactions of aligned agents
  • Coach agents to improve their performance
  • Report on the performance of aligned agents on a daily, weekly, or monthly basis
  • Provide inputs, baseline audits, for informative sessions and identification of training needs
  • Collaborate with TLs in directing team meetings for metric improvement
  • Participate in strategic projects for the campaign/LOB
  • Identify and escalate potential quality issues according to the defined process
  • Isolate and notify defects; verify defect corrections
  • Suggest process/system improvements based on common customer concerns
  • Meet other responsibilities assigned by management
  • Promote quality initiatives, contests, and campaigns for the assigned scope
  • Stay up-to-date with knowledge and act as SME for the campaign/LOB

Requirements:

  • Bilingual in English and Spanish with a minimum B2 level in English
  • At least 2 years of university education (BS or BA preferred)
  • Minimum 1 year of experience as a Quality Assurance Analyst (preferred)
  • Basic knowledge of Excel/Google Sheets
  • Problem-solving skills
  • Preferred familiarity with basic quality tools such as cause and effect, histogram, correlation, etc.

Interpersonal Skills:

  • Strong customer orientation
  • 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
  • Flexibility and ability to work on multiple projects
  • Ability to establish and maintain effective working relationships with a wide variety of people
  • Ability to work with a diverse team
  • Mindset for continuous improvement

Personality Traits:

  • Clear thought process
  • Ability to express oneself clearly
  • Highly diligent and conscientious
  • Assertiveness

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