Quality Assurance Specialist
hace 1 semana
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 through our expertise in customer experience, quality assurance, and process improvement.
Job SummaryWe are seeking a highly skilled Quality Analyst to join our team. As a Quality Analyst, you will be responsible for creating and executing improvement plans, managing quality metrics, and ensuring that all objectives are met. You will work closely with our team to identify and address quality issues, and develop solutions to improve our processes and 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 the 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
- Know, understand, and apply the Health and Safety at Work policy
- 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 the application of basic quality tools such as cause and effect, histogram, correlation, etc.
- Quality Assurance
- Data Analysis
- Process Improvement
- Compliance Management
- Training & Development
- Communication Skills
- Attention to Detail
- Time Management
TaskUs is an equal-opportunity employer. We are committed to providing equal access to opportunities and creating an inclusive and equitable work environment. If you need reasonable accommodations in any part of the hiring process, please let us know.
We invite you to explore all TaskUs career opportunities and apply through the provided URL.
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