Quality & Process Insights Analyst

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

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.