Quality Assurance Specialist
hace 1 mes
About TaskUs: TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions. Our mission is to help clients represent, protect, and grow their brands through innovative and effective solutions.
The Quality Assurance Specialist is responsible for creating and executing comprehensive test plans to ensure the quality and reliability of our clients' solutions. This includes developing quality metrics, executing test plans, and managing all activities to ensure that all objectives are met and the solution works as expected.
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 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
Requirements:
- 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
- Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc.
Soft Skills:
- Strong customer centricity
- 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
- Versatility and ability to work on multiple projects
- Ability to establish and maintain effective working relations with a wide variety of individuals
- Ability to work with a diverse team
- Continuous improvement mindset
Personality Traits Required:
- Clear thought process
- Ability to clearly articulate
- Highly conscientious and diligent
- Assertiveness
How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. 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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