Quality Analyst: Data-Driven Quality & Reporting

TaskUs; Bacoor, Hinoba-an; On-site; PHP 290,000 - 424,000; Full time

Job summary

TaskUs in the Philippines is seeking a diligent Quality Analyst to be the first line of escalation for back-end issues, ensuring Teammates and clients maintain Ridiculously Good quality and comply with Ridiculously Amazing processes.

You will prepare weekly and monthly quality reports, identify issues, verify fixes, and participate in calibration sessions and weekly reviews with Team Leaders, Operations Managers, and clients, contributing to continuous improvement and service excellence.

Qualifications

• Knowledge of customer service practices within and/or beyond the BPO space.
• Ability to identify patterns or connections between situations, issues, or problems that may not be explicitly related.
• Aptitude in expressing ideas and presenting analysis, findings, and recommendations through clear and effective written and verbal communications.
• Capacity to learn more about business, economics, or other relevant subjects under study through various research methodologies.
• Background in conducting research and analytics, backed by advanced computer proficiency.
• Experience in mediation and conflict resolution techniques.

Responsibilities

• Prepare weekly and monthly reports on the quality of Teammates’ performance.
• Identify potential quality issues per a defined process and escalate ongoing quality issues to management.
• Verify implemented solutions or fixes to ongoing quality issues.
• Hold regular calibration sessions with your assigned teams, which include conducting side-by-side task monitoring and feedback sessions with Teammates and Team Leaders.
• Attend weekly business reviews with assigned campaign Team Leaders, Operations Managers, and clients.

Skills

Customer service

Analytical thinking

Communication skills

Learning ability

Research and analytics

Conflict resolution

Job description

TaskUs in the Philippines is seeking a diligent Quality Analyst to be the first line of escalation for back-end issues, ensuring Teammates and clients maintain Ridiculously Good quality and comply with Ridiculously Amazing processes.

You will prepare weekly and monthly quality reports, identify issues, verify fixes, and participate in calibration sessions and weekly reviews with Team Leaders, Operations Managers, and clients, contributing to continuous improvement and service excellence.