Quality Analyst: Elevate Customer & Team Quality

TaskUs Outsourcing Philippines, Inc.; Bacoor; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Top-notch benefits

State-of-the-art workspaces

Job summary

TaskUs Outsourcing Philippines, Inc. is seeking a Quality Analyst to support Teammates and clients by analyzing, evaluating, and resolving back-end issues affecting tools, performance, and processes.

You will help ensure Ridiculously Good quality of work and compliance with processes. You will prepare weekly and monthly quality reports, identify issues, verify fixes, and participate in calibration sessions and weekly reviews with Team Leaders and clients.

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 elevate 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 basics

Pattern recognition

Analytical writing

Research methodologies

Advanced computer proficiency

Mediation & conflict resolution

Job description

TaskUs Outsourcing Philippines, Inc. is seeking a Quality Analyst to support Teammates and clients by analyzing, evaluating, and resolving back-end issues affecting tools, performance, and processes.

You will help ensure Ridiculously Good quality of work and compliance with processes. You will prepare weekly and monthly quality reports, identify issues, verify fixes, and participate in calibration sessions and weekly reviews with Team Leaders and clients.