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About TaskUs: A provider of outsourced digital services, TaskUs is a key partner for fast-growing technology companies seeking to represent, protect and grow their brands.
Leveraging cloud-based infrastructure, the company serves clients in various sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. TaskUs aims to create a culture of constant motion, exploring new technologies and mastering consistency in an ever-changing world.
TaskUs prioritizes employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Various departments have been established, including Total Rewards, Wellness, HR, and Diversity. The company encourages internal mobility and professional growth at all stages of an employee's career within TaskUs.
Job Title: Business Quality Control Analyst
The Quality Analyst is responsible for creating an end-to-end test plan, ensuring quality metrics are met and solutions work as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other systems.
Roles and 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.
Technical Skills & Qualifications:
- 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.
- Familiar 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.
