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 by leveraging a cloud-based infrastructure and a global workforce of over 45,000 employees.
Our CultureWe pride ourselves on our People First culture, which enables us to deliver exceptional results and drive innovation. Our inclusive and equitable practices ensure that everyone has access to opportunities, and we actively encourage internal mobility and professional growth.
What We OfferAt TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. We also provide opportunities for training and development, as well as a positive and supportive work environment.
Job SummaryWe are seeking a Quality Assurance Specialist to join our team. The successful candidate will be responsible for creating and implementing quality improvement plans, coaching agents for performance improvement, and reporting performance metrics. The ideal candidate will have a strong background in quality assurance, data analysis, and process improvement.
Key Responsibilities- Audit calls/interactions/transactions for aligned agents.
- Coach agents for performance improvement.
- Report performance metrics for aligned span on a daily/weekly/monthly basis.
- Provide inputs 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.
- 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.
TaskUs is an equal-opportunity employer. We are committed to providing equal access to opportunities and welcome applicants from diverse backgrounds. If you need reasonable accommodations in any part of the hiring process, please let us know.
We take pride in our inclusive and equitable practices and are committed to creating a positive and supportive work environment. If you are passionate about quality assurance and process improvement, we encourage you to apply for this exciting opportunity.
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