Quality Analyst (BPO/Call Center - Cali)

TaskUs Colombia SAS; Sur; Presencial; COP 22.320.000 - 44.640.000; Jornada completa

Descripción de la vacante

TaskUs Colombia SAS is seeking a bilingual Quality Analyst to join our Colombia team. The role requires at least 1 year of QA experience, strong English/Spanish abilities, and solid Excel/Google Sheets skills. You will audit calls, coach agents, and report performance across daily/weekly cycles.

You will partner with team leads to drive metric improvements, participate in training needs, and identify quality issues for proactive resolution. A bias for continuous improvement is essential.

Formación

• 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 basic quality tools such as cause and effect, histogram, correlation etc.

Responsabilidades

• 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 isolate 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

Conocimientos

Bilingual English & Spanish

Problem-solving

Strong written and verbal comms

Attention to detail

Educación

2 years in college (BS/BA preferred)

Herramientas

Excel / Google Sheets

Descripción del empleo

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

The Quality Analyst is responsible for creating an end-to-end test plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy- and/or external 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 isolate 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
• 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

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.