Quality Assurance Analyst - Process & Client Insights

TaskUs; Imus; On-site; PHP 360,000 - 600,000; Full time

Job summary

TaskUs, a global provider of outsourced digital services, seeks a Quality Analyst in the Philippines to analyze and resolve back-end issues affecting tools, performance, and processes. You will be the first escalation point, ensuring Ridiculously Good quality and adherence to internal processes to prevent client complaints.

Responsibilities include weekly/monthly quality reports, issue identification, verification of fixes, calibration sessions, and participation in weekly reviews with Team

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; and
• Attend weekly business reviews with assigned campaign Team Leaders, Operations Managers, and clients.

Skills

Customer service

Quality assurance

Data analysis

Communications

Job description

TaskUs, a global provider of outsourced digital services, seeks a Quality Analyst in the Philippines to analyze and resolve back-end issues affecting tools, performance, and processes. You will be the first escalation point, ensuring Ridiculously Good quality and adherence to internal processes to prevent client complaints.

Responsibilities include weekly/monthly quality reports, issue identification, verification of fixes, calibration sessions, and participation in weekly reviews with Team