Quality Analyst

Taskus; Hyderabad; On-site; INR 300,000 - 520,000; Full time

Job summary

Taskus in Hyderabad, India seeks a Quality Analyst to conduct quality audits, provide coaching, and report performance against defined targets. The role focuses on CSAT/NPS-related metrics, resolution rates, and adherence to policies, with a need for clear communication and proactive quality improvements.

Candidates should have 1+ year in QA, strong Excel/Sheets skills, and familiarity with basic quality tools.

Qualifications

• Graduate of any course (preferred).
• Basic understanding of types of companies, promoter holdings & adherence to government regulations.
• Experience in customer service (Voice & Back Office preferred).
• At least 1 year of work experience as a Quality Analyst (preferred).
• Basic skills in Excel or Google Sheets.
• Problem-solving skills.
• Familiarity with basic quality tools (cause and effect, histogram, correlation) (preferred).

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 needing identification.
• Partner with Team Leaders in leading team meetings for metrics improvement.
• Participate in strategic projects for the campaign/LOB.
• Identify and escalate 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.

Skills

Quality audits

Coaching

Performance reporting

Cause & effect

Excel

English proficiency

Problem solving

Quality tools

Education

Graduate

Tools

Excel

Google Sheets

Job description

As a Quality Analyst, you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met.

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 escalation 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:

• Graduate of any course (preferred)
• Basic understanding of Types of companies, Promoter Holdings & adherence to government regulations
• Must have worked in customer service (Voice & Back Office experience preferred)
• At least one-year of work experience as a Quality Analyst (preferred)
• Basic skills in Excel or Google Sheets
• Problem-solving skills
• Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred)

Soft skills:

• Proficiency in English language - C1/C2 preferred
• 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 minimal supervision
• Demonstrates initiative and good judgment
• Can work on multiple projects and is versatile
• 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:

• Demonstrates clear thought process
• Articulates clearly
• Exercises conscientiousness and diligence
• Demonstrates assertiveness