Quality Analyst
hace 5 días
As a Quality Analyst, you'll complete audits or evaluations. This may include quality audits, scrubbing performed CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures and others. Quality Analyst will ensure that they perform the evaluations as per the targets defined for them on a monthly or weekly basis.
**Roles and responsibilities**:
Audit calls/interactions/transactions for aligned Teammates
Coach Teammates for performance improvement (campaign specific)
Report performance for an aligned span on a daily/weekly/monthly basis
Provide inputs and basis audits for briefings and training which need identification
Partner with Team Leaders (TLs) in leading team meetings for metrics 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 and qualifications**:
Graduation (preferred)
At least one-year of work experience as a Quality Analyst (preferred)
Basic skills in Excel or Google Sheets
Problem-solving skills
**Soft skills**:
Has strong customer centricity
Can assertively provide constructive feedback
Has good written and verbal communication skills
Thinks logically
Can manage conflicts
Pays strong attention to detail
Can work with mínimal supervision
Demonstrates initiative and good judgment
Versatility and ability to work on multiple projects
Can establish and maintain effective working relations with a wide variety of individuals
Can work with a diverse team
Has a Continuous Improvement mindset
**Personality traits required**:
Clear thought process
Ability to clearly articulate
Highly conscientious and diligent
Assertiveness
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us
TaskUs is an Equal Opportunity Employer
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