Quality Analyst: Drive Excellence in Client Processes

taskus; Bacoor; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Internal mobility

Job summary

TaskUs in the Philippines, Cavite (Bacoor) is seeking a Quality Analyst to be the go-to person for teammates and clients, analyzing and resolving backend issues that affect tools, performance, and processes.

You will prepare weekly and monthly quality reports, identify and escalate issues, verify fixes, and lead calibration sessions with teams. Regularly attend business reviews with Team Leaders and Operations Managers to ensure 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, including side-by-side task monitoring and feedback sessions.
• Attend weekly business reviews with assigned campaign Team Leaders, Operations Managers, and clients.

Skills

Customer service practices

Pattern recognition

Analytical communication

Learning aptitude

Research & analytics

Mediation & conflict resolution

Job description

TaskUs in the Philippines, Cavite (Bacoor) is seeking a Quality Analyst to be the go-to person for teammates and clients, analyzing and resolving backend issues that affect tools, performance, and processes.

You will prepare weekly and monthly quality reports, identify and escalate issues, verify fixes, and lead calibration sessions with teams. Regularly attend business reviews with Team Leaders and Operations Managers to ensure service excellence.