Sales Quality Analyst — Elevate Client Experience

taskus; Quezon City; On-site; PHP 335,000 - 502,000; Full time

Job summary

TaskUs is seeking a Quality Analyst to join our team to deliver Ridiculously Good customer experiences. You will be the first level of escalation, analyzing back-end issues affecting tools, performance, and processes, and ensuring timely resolution to protect client satisfaction.

You will prepare weekly/monthly reports, identify quality risks, verify fixes, and participate in regular calibration with Teammates, Team Leaders, and clients, upholding Ridiculously Amazing standards.

Qualifications

• Knowledge of customer service practices within and/or beyond the BPO space.
• At least 1 year sales experience.
• Ability to identify patterns or connections between situations, issues, or problems.
• 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 escalation 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 knowledge

Sales experience (1+ year)

Analytical thinking

Written and verbal communication

Research and analytics background

Mediation and conflict resolution

Tools

Advanced computer proficiency

Job description

TaskUs is seeking a Quality Analyst to join our team to deliver Ridiculously Good customer experiences. You will be the first level of escalation, analyzing back-end issues affecting tools, performance, and processes, and ensuring timely resolution to protect client satisfaction.

You will prepare weekly/monthly reports, identify quality risks, verify fixes, and participate in regular calibration with Teammates, Team Leaders, and clients, upholding Ridiculously Amazing standards.