Quality Analyst

TaskUs; Varanasi; On-site; INR 300,000 - 540,000; Full time

Benefits offered by this job

Wellness programs

Diversity & Inclusion

Career growth opportunities

Job summary

TaskUs is seeking a Quality Analyst to ensure accurate, efficient customer interactions across phone, email and live chat. You will uphold quality guidelines, meet client KPIs, and maintain confidentiality while contributing to ongoing trainings and process improvements.

The ideal candidate has 1+ year in BFSI-related support, strong communication skills, and proficiency with Windows/macOS, MS Office and Google apps. This role requires cyclical scheduling and a results-driven mindset.

Qualifications

• College or vocational school graduation.
• Willing to work on cyclical schedules.
• At least 1 year of BFSI experience.
• Experience on phone, email and live chat support.
• Experience in Customer Service, Sales, Billing, Collections and Technical Support.
• Strong verbal and written communication skills.
• Proficient with Windows OS, macOS, Microsoft Office and Google apps.
• Typing at least 30 WPM (voice) and 35 WPM (non-voice).
• Good problem solving and critical thinking, detail oriented.

Responsibilities

• Provide world-class service to clients on calls, email and chat.
• Meet and exceed client KPIs and maintain quality guidelines.
• Protect confidentiality of login credentials and sensitive information.
• Participate in mandatory trainings and share feedback for improvement.
• Work independently as well as in cross-functional/global teams.

Skills

Verbal communication

Written communication

Customer service

Multitasking

Typing speed

Computer literacy

Education

College or vocational diploma

Tools

Windows OS

macOS

Microsoft Office

Google applications

Job description

Job Description

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. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

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. Join our team today and experience firsthand our dedication to supporting People First.

What does a TaskUs Quality Analyst really do?

Think of yourself as the backbone of the company, the employee that will provide the best customer experience to your clients. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it's time to imagine what it's like being a Quality Analyst at TaskUs.

As a Quality Analyst , you will provide world-class service to your clients in an accurate, efficient and respectful manner on every call as measured by different perfor metrics. You must always strive for Good Customer Satisfaction and Experience and ensure that all calls are handled professionally based on the Quality Guidelines set by the Client. You will meet and exceed client mandated KPI's (Key Performance Indicators). You must also ensure consistent performance based on a continuous improvement model. What else? You must also ensure that all login and Passwords (both Internal & External) are kept confidential. You must also participate in all Intern and External mandated trainings and/or seminars. You must have knowledge, understanding, and compliance with TaskUs policies and procedures. Also, you must maintain knowledge of the functional area and company policies and procedures. You will also provide feedback to management concerning possible problems or areas of improvement. You will also perform other duties as assigned by management.

So, do you have what it takes to become a Quality Analyst?

Requirements

What exactly are we looking for?

Well, we need someone with college or vocational school graduation as a qualification and who's willing to work on cyclical schedules. So if you have at least 1 year of working experience in the related field of BFSI. Have experience on phone, email and live chat support? That's a plus! Meanwhile, do you have experience in Customer Service, Sales, Billing, Collections and Technical Support? Even better!

We're looking for someone who has strong verbal and written communication and comprehension skills. Someone who's computer literate and proficient in the use Windows OS, Apple OS X, Microsoft Office and Google applications. Can you type at least 30 WPM for voice and 35 WPM for Non-Voice campaigns? That's what we need!

We need someone with good problem solving and critical thinking skills with a focus on issue resolution and customer satisfaction. A person who's resourceful, able to multitask and has high attention to details will be a great addition to the team.

If you're someone who's self-motivated and able to work independently as well as contribute to cross-functional and global teams, is flexible and has the ability to quick adjust to frequent process and information changes, and can work under pressure -- then TaskUs is for you.

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.

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.