Quality Analyst

TaskUs USA LLC; San Antonio (TX); On-site; USD 34,000 - 50,000; Full time

Benefits offered by this job

401(k) with company match

Medical, dental, and vision insurance

Paid time off including vacation, sick

Job summary

TaskUs USA LLC is seeking a Quality Analyst to conduct audits and evaluations across customer interactions. You will ensure monthly or weekly evaluation targets are met and help drive quality improvements for the campaign.

The role emphasizes data-driven assessment, collaboration with team leaders, and production of actionable insights. Qualifications include 6 months of QA experience (fintech preferred), strong Excel/Sheets skills, and excellent communication.

Qualifications

• Minimum 6 months QA experience, preferably in financial services/fintech.
• Experience auditing calls/interactions and reporting performance.
• Proficient with Excel or Google Sheets for data analysis.
• Familiar with basic quality tools and problem-solving methodologies.

Responsibilities

• Audit calls/interactions/transactions and align teammates accordingly.
• Coach teammates for performance improvement in campaigns.
• Report performance on daily/weekly/monthly basis.
• Provide inputs for briefings and training based on audits.
• Partner with Team Leaders to drive metrics improvement.
• Identify and escalate quality issues per defined process.
• Isolate and report defects; verify defect fixes.
• Suggest process or system improvements based on customer concerns.
• Drive quality initiatives and campaigns for the assigned span.
• Act as SME for the campaign/LOB.

Skills

Problem-solving skills

Strong communication

Attention to detail

Ability to work with minimal-supervis

Tools

Excel/Google Sheets

Cause and effect analysis

Histogram analysis

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. Join our team today and experience firsthand our dedication to supporting People First.

Salary Range:

$34,000.00 - $50,000.00 per year.

Pay Transparency Statement: The base salary range represents the low and high end of the anticipated salary range for this position across our US locations. The "pay scale" provided is a good faith estimate of the range the employer reasonably expects to pay for the position at the time of hire. Actual salary will be determined based on various factors including, but not limited to, the candidate's qualifications, experience, skills, and specific geographic location.

Benefits:

• medical, dental, and vision insurance
• 401(k) with company match
• paid time off including vacation, sick leave, and holidays

Application Window:

This position is expected to remain open until 01-02-2027 . We recommend that interested candidates apply within 7 days of the posting date to ensure consideration.

Job Description:

As a Quality Analyst, you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met.

Roles and Responsibilities:

• Audit calls/interactions/transactions for aligned Teammates
• Coach Teammates for performance improvement (campaign specific)
• Report performance for an aligned span on a daily/weekly/monthly basis
• Provide inputs and basis audits for briefings and training which need identification
• Partner with Team Leaders (TLs) in leading team meetings for metrics improvement
• Participate in strategic projects for the campaign/LOB
• Identify and escalation any potential quality issues per defined process
• Isolate and report defects; verify defect fixes
• Suggest process/system improvements based on common customer concerns
• Accomplish other responsibilities assigned by management
• Drive quality initiatives, contests and campaigns for the assigned span
• Be updated on knowledge and serve as SME for the campaign/LOB

Technical Skills and Qualifications:

• Previous experience in Quality functions for financial services / fintech industry is preferred
• At least 6 months of work experience as a Quality Analyst (preferred)
• Intermediate skills in Excel or Google Sheets
• Problem-solving skills
• Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred)

Soft Skills:

• Has strong customer centricity
• Can assertively provide constructive feedback
• Has good written and verbal communication skills
• Thinks logically
• Can manage conflicts
• Pays strong attention to detail
• Can work with minimal supervision
• Demonstrates initiative and good judgment
• Can work on multiple projects and is versatile
• Can establish and maintain effective working relations with a wide variety of individuals
• Can work with a diverse team
• Has a Continuous Improvement mindset

Personality Traits Required:

• Demonstrates clear thought process
• Articulates clearly
• Exercises conscientiousness and diligence
• Demonstrates assertiveness

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.

EEO:

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees.