Quality Analyst: CX & Process Improvement

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

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.