Quality Analyst | Imus, Cavite

LizardBear Tasking, Inc. (PEZA); Imus; On-site; PHP 300,000 - 420,000; Full time

Job summary

TaskUs is a leading provider of outsourced digital services and customer experience solutions for fast-growing tech companies. A Quality Analyst role focuses on analyzing performance, identifying issues, and ensuring adherence to established processes to deliver Ridiculously Good quality of work.

The position involves generating weekly and monthly quality reports, calibrating teams, and collaborating with Team Leaders and clients to drive continuous improvement.

Qualifications

• Knowledge of customer service practices within and 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

Pattern recognition

Analytical thinking

Verbal communication

Written communication

Tools

CRM software

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.

What does a Quality Analyst do?

Think of yourself as the go-to person for Teammates and clients that helps analyze, evaluate, and resolve back-end issues affecting their day-to-day tools, performance, and processes. Imagine yourself going to work with one goal in mind: to ensure that Teammates maintain their Ridiculously Good quality of work and comply with our Ridiculously Amazing processes.

• 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.

Requirements:

• 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.

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.