Sales Quality Analyst: Elevate Client Experience & Insights

TaskUs; Angeles; On-site; PHP 279,000 - 424,000; Full time

Job summary

TaskUs is seeking a diligent Quality Analyst in Angeles, Philippines to monitor, analyze, and improve the quality of teammate outputs across campaigns. You will be the first level of escalation for issues, ensuring timely resolution and sustainable fixes, while maintaining Ridiculously Good standards.

The role involves reporting on quality metrics, identifying trends, and collaborating with Team Leaders and clients to drive continuous improvement within our fast-paced BPO environment.

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 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

Sales experience

Analytical thinking

Communication

Research methods

Mediation and conflict resolution

Job description

TaskUs is seeking a diligent Quality Analyst in Angeles, Philippines to monitor, analyze, and improve the quality of teammate outputs across campaigns. You will be the first level of escalation for issues, ensuring timely resolution and sustainable fixes, while maintaining Ridiculously Good standards.

The role involves reporting on quality metrics, identifying trends, and collaborating with Team Leaders and clients to drive continuous improvement within our fast-paced BPO environment.